Request types can’t be grouped or reordered in the portal
Group and order request types the way customers actually think.
A long, unsorted list of request types makes customers give up. Here is how to organise the portal so people find the right form fast.
The symptom
The portal shows request types in a rigid order. Busy desks end up with dozens of options in one flat list, and customers scroll past the one they need or raise the wrong type.
Why Jira Service Management behaves this way
Portal grouping and ordering controls are limited, especially once several teams share a single service project with many request types.
The manual workaround — and why it falls short
Admins rename request types with number or emoji prefixes to force an order. It is a hack, it looks messy, and it breaks the moment a new type is added.
How Patcher fixes it
Patcher lets you group request types into clear, named sections and order them deliberately, so the portal matches how your customers think.
Turn it on
- Install Patcher for Jira Service Management from the Atlassian Marketplace.
- Open Patcher › Patches from your Jira Service Management admin.
- Find Portal request-type groups in the list and switch it on.
- Scope it to the projects you choose, then save — the fix is live immediately.