Onward Receives Atlassian Partner of the Year 2023

Using Jira Service Management’s Request and Workflow Templates for HR Service Management

Atlassian recently rolled out some exciting features for Jira Service Management—specifically, the ability to harness the power of Request Type and Workflow templates. In this blog, we’re dissecting these features and exploring how they can streamline HR Service Management.

What is a Request Type Template in Jira Service Management?

Request types are the backbone of organizing incoming requests. While they’ve been a staple, the lack of standardization has been a minor hiccup. Think of it as dealing with a new Apple charger with every iPhone release. However, with request type templates, we can now bring order to the chaos.

Why use Request Type Templates in Jira Service Management?

1. Consistency in Fields:

For instance, imagine Employee Onboarding having a standardized set of fields synced seamlessly with an HCM application. It’s like having a predefined checklist for each onboarding scenario.

2. Dynamic Views based on Role:

Customizing agent views with request type templates ensures they only see what’s necessary. Think of it as providing them with an optimized toolkit.

3. Customizable Workflow Status:

Process owners rejoice! Customize status to align with organizational objectives. It’s akin to tailoring a suit to fit perfectly.

Looking ahead, these templates pave the way for standardized solutions. Solution partners can build efficiently, and Marketplace partners can seamlessly integrate request types with applications—say goodbye to integration headaches.

What is a Workflow Template in Jira Service Management?

Workflows serve as the muscles, connecting steps and laying the groundwork for automation. If Jira is the brain, workflows are the technical biceps and triceps.


1. Starting from a Solid Foundation:

Building a workflow from scratch can be time-consuming. Templates provide a foundation to build upon, sparing you from reinventing the wheel.

2. Request Type Template + Workflow Template = Peanut + Butter:

Combining both templates streamlines processes. It’s like assembling a well-structured puzzle—each piece fits seamlessly, minimizing effort.

The Perfect Trio: Request Type Template + Workflow Template + OnRamp = Peanut + Butter + Jelly for Employee Onboarding and Offboarding

Now, let’s add OnRamp to the mix—consider it the secret sauce that enhances the entire recipe.

Utilizing Request Type, Workflow Type, and OnRamp is the ultimate trio. Dive into this demo to witness the synergy in action!


In conclusion, Request Type and Workflow Templates in Jira Service Management enable to build a modern HR Service Management efficiently. Standardize your processes, enhance efficiency, and leverage the templates as your toolkit for success. May your Request types and Workflows be as tight knit as peanut, butter and jelly!