Set up requests and queues
10 min
By the end of this lesson, you'll be able to:
- Set up request types for your customers in company- and team-managed service projects
- Create and manage queues for your service team
Configure request types to track customer needs
Request types help you define and categorize the requests your customers create. They appear as options in your portal, making it easy for people to request the type of help they need. Project admins configure request types for their service projects.
馃憞 Configure request types in your project settings.
Your service project may come with some default request types determined by the project template that was used to create it. You can customize these and create your own to suit the needs of your customers and team.
馃憞 Click the tabs below to explore how to create request types.
To create a new request type:
- From your service project, go to the Project admin access menu (represented by 路路路 on the project in the left sidebar).
- Select Project settings, then select Request management.
- Click Request types, then Service requests.
- Select Create request type if you鈥檙e in a company-managed project. Select Add request type if you鈥檙e in a team-managed project.
- Select Create blank.
- Enter the request type name and description and choose an icon.
- Select the Portal group for the new request type to appear.
- Select the Work type to match the request type.
- Select Save.
Map work types to request types
Each request type in a company-managed service project is based on an underlying Jira work type. There are two ways you can map work types and request types:
- Map a work type to a request type
- Map multiple request types to a single work type
馃憞 Click the tabs below to explore each option.
You can map work types to just one request type.
馃憠 For example: The Report broken hardware request type is based on the underlying Incident work type and we don't see this work type linked to any other request type.
Team-managed service projects only use request types. They do not use work types.
Use request type groups
If you have more than seven request types, organize them into request type groups to make them easier to find on the customer portal.
馃憠 For example: Alex鈥檚 team has several request types related to technical equipment help, such as Get IT help, Request new software, Request new hardware, and so on. As project admin, he groups all equipment-related requests into one request type group. He even names the title of the request types group to a more customer-friendly status name, Computers, that will appear on the customer portal for his customers.
馃憞 Watch the video below to learn how to edit request-type groups.
One request type can belong to multiple groups.
Products and entitlements
In Jira Service Management, products are the things you sell or services you provide to your customers. By adding these products, you can set up what your customers are allowed to access. Both admins and agents can add or change these products.
An entitlement is a way to show what a customer can access regarding a product or service. It includes important information like:
- Support level
- Product tier
- Number of licenses
- Expiry date
- Any other details about their entitlement
Only Jira admins can create fields for entitlement details. Agents can look at a customer's profile to understand more when helping with support requests.
To use products and entitlements features:
- Go to the Features page in Project settings
- Select Customer and organization profiles
- Select Products and entitlements
Add your products
In Jira Service Management, products refer to any products or services your customers have entitlements to. Adding your products allows you to create entitlements for your customers.
- From the navigation on the left, select Products.
- Select Add product.
- Enter the name of your product or service.
- Select Add.
Add the entitlement field to request types
You can add the Entitlement field to your request types. When you add this field to the request form, customers will be able to pick from a list of products they have access to. Agents will also see this field on work items.
By making the Entitlement field required, you can restrict requests to only customers and organizations with the correct product entitlements. Before you add the field to your request types, add your products and create product entitlements for your customers.
Create and manage queues
Jira Service Management has a set of default queues, but project admins can:
- Customize default queues to suit your team鈥檚 needs
- Create queues to automatically triage work items
- Reorder queues to work best for your agents
- Delete unnecessary queues
Collaborate with your team to identify the queues they need. Then, name the queues using language your team understands.
馃憠 For example: You can create queues particular to the agent viewing them. A queue called Assigned to me helps agents quickly see only their assigned tickets. Work items assigned to me and waiting on the customer displays work items that are assigned to the agent who鈥檚 viewing the queue and are waiting on customer feedback. That way, the agent knows these work items don鈥檛 need to be worked on.
馃憠 Another example: You can also create more general queues that all agents can see. Unassigned work items or Incidents let agents see all tickets in these queues, not just their own. Only requests with a due date next week displays only requests with a due date of next week to classify less pressing requests.
馃憞 Watch the video below to learn how to create a new queue and verify its workflow status.
Group queues by priority
To help manage queues, project admins can create priority groups. Priority groups are collections of queues that agents can easily switch between to see similar queues.
馃憠 For example: You can create a priority group for each agent in your team that has the queues relevant to them.
馃憠 Another example: You can create a priority group for similar kinds of requests, like all requests related to hardware. Each of the queues in that priority group might separate requests by urgency, type of hardware, or other criteria.
To create a priority group:
- From your project, in the sidebar, select Queues.
- In the sidebar, select Queue settings.
- Select the Priority groups tab.
- Select Create group.
- Enter a group name and select Create.
- Next to the new group, select Manage queues.
- Check the boxes next to the queues you want to add, drag to reorder them if you want to, then select Save.
馃憞Agents can switch between priority groups in the sidebar.