Chat requests and labels

Request types

A request type in Jira Service Management defines the kind of support a customer needs. It helps categorize incoming requests, ensuring they are directed to the right team and handled with appropriate workflows. For example, a chat request might have request types like "Technical Issue," "Billing Inquiry," or "Account Update."

How to set the request type for Chat for JSM tickets

For team-managed service projects

You can now customize the default request type used for chat tickets. To configure this:

1. Open the project and click Project Settings > Chat for JSM.

2. Select General Settings.

3. Locate the "Request Type" section and choose your preferred request type.

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For company-managed projects

Currently, changing the request type for chat tickets is not possible within the Chat for JSM Cloud app. However, you can still modify the request type and work type directly in your Jira settings.

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In a company-managed project, the work type dropdown won’t be clickable

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Use the Jira Request types settings to configure the request type that’ll be used by Chat for JSM

Request Labels

Chat for JSM sets the default label created-from-chat on all chat work items, but you can change it to any other value. This label is applied to all requests created by customers using the Chat Widget.

You can use this label in Jira filters and JSM queues to search for all work items created by Chat for JSM.

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The label shown on the work screen

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Using a filter with JQL to see the requests with the created-by-chat label

Prerequisites

• Please ensure that the Labels Jira field is not hidden in the project’s field configuration.

How to configure the request label for queues

1. Open the project and click Project Settings > Chat for JSM.

2. Select General Settings.

3. Change the label, making sure you’re using short dashes to separate words.

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4. Click Save.