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  1. Jira Service Management Cloud
  2. JSDCLOUD-1422

Sub-tasks as an applicable issue type for Request Types

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      Update 23 March 2023

      Hi everyone, 

      Thank you for your interest in this feature. We appreciate its importance and understand how it can be useful.

      While we review our priorities and assess the feasibility of implementing this feature, we cannot provide a specific timeline for its delivery. We want to ensure that we deliver the most impactful features to our users and prioritize feature requests accordingly.

      We will provide an update as soon as work begins on this feature, or in four months, whichever comes sooner. We remain committed to delivering the best experience for our users and appreciate your patience and understanding.

      Best regards,

      Simon Herd
      Product Manager - JSM

      Show
      Update 23 March 2023 Hi everyone,  Thank you for your interest in this feature. We appreciate its importance and understand how it can be useful. While we review our priorities and assess the feasibility of implementing this feature, we cannot provide a specific timeline for its delivery. We want to ensure that we deliver the most impactful features to our users and prioritize feature requests accordingly. We will provide an update as soon as work begins on this feature, or in four months, whichever comes sooner. We remain committed to delivering the best experience for our users and appreciate your patience and understanding. Best regards, Simon Herd Product Manager - JSM

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Problem Definition

      Currently, in JIRA Service Management it is not possible to assign any request type to a sub-task, therefore, sub-tasks are not visible to customers and customers can't receive any notification when a sub-task is updated.

      Suggested Solution

      As a JSM Agent, It would be nice to be able to tag sub-tasks with a request type so that customers will receive customer-facing updates and ticket transition notifications by email when the subtasks are updated.

      Workaround

      You can use automation as a workaround as explained in this article: https://confluence.atlassian.com/jirakb/no-customer-email-notification-received-from-subtask-in-jira-service-management-project-1157468430.html

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            [JSDCLOUD-1422] Sub-tasks as an applicable issue type for Request Types

            Millicent Dikotope added a comment -

            Our requirements are same as 8b6a393c26ba's, we migrated to cloud and now ems's are not approving change requests due to not receiving the approval notifications/option in the portal

            This is causing tons of frustration and the work around is not viable as we are already creating a sub-task from a parent issue, creating an additional task to cater for the sub-task doesn't work for us. 

            This requires urgent prioritization.

            Millicent Dikotope added a comment - Our requirements are same as 8b6a393c26ba 's, we migrated to cloud and now ems's are not approving change requests due to not receiving the approval notifications/option in the portal This is causing tons of frustration and the work around is not viable as we are already creating a sub-task from a parent issue, creating an additional task to cater for the sub-task doesn't work for us.  This requires urgent prioritization.

            Andrew Lee added a comment -

            Any updates on this?

            Andrew Lee added a comment - Any updates on this?

            Ajay Sharma added a comment -

            +1. 

            How's this not available by default in 2025 even after the community asking for it since last 4 years?

            Ajay Sharma added a comment - +1.  How's this not available by default in 2025 even after the community asking for it since last 4 years?

            elizabeth.lavely added a comment -

            +1

            elizabeth.lavely added a comment - +1

            Nancy Tinder added a comment -

            Would love to have the ability to show a checklist of subtasks on the Portal. subtask summary and a red x or green checkmark for status. No interaction with it, just viewing it so submitters can see how much is left and such.

            Nancy Tinder added a comment - Would love to have the ability to show a checklist of subtasks on the Portal. subtask summary and a red x or green checkmark for status. No interaction with it, just viewing it so submitters can see how much is left and such.

            Karin Kennergren added a comment -

            Any news? This feature would solve a lot for us, I think it is reasonable updates at least once a year on such a voted for feature .. 

            Karin Kennergren added a comment - Any news? This feature would solve a lot for us, I think it is reasonable updates at least once a year on such a voted for feature .. 

            Alexandre added a comment -

            Hello 96677a1d9b4c ?

            This ticket has not been updated for a long time, please keep everyone here informed about the progress of this request.

            Or do we need to open another ticket to Atlassian asking for an update on this one???

            Alexandre added a comment - Hello 96677a1d9b4c  ? This ticket has not been updated for a long time, please keep everyone here informed about the progress of this request. Or do we need to open another ticket to Atlassian asking for an update on this one???

            Stefan Kubisa added a comment -

            +1

            Stefan Kubisa added a comment - +1

            Alan Tierney Personal added a comment -

            We use Subtasks for Approvals, and we recently migrated to the cloud.  This limitation seems to be keeping approvals from being visible in the "Approvals" queue in the portal. 

            This is posing a huge problem for our users.  Please get this prioritized

            Alan Tierney Personal added a comment - We use Subtasks for Approvals, and we recently migrated to the cloud.  This limitation seems to be keeping approvals from being visible in the "Approvals" queue in the portal.  This is posing a huge problem for our users.  Please get this prioritized

            Dorothee Rothfuss-Bastian added a comment -

            In my opinion a must-have if you want to be able to handle more complex requests with Jira Service Management.

            Dorothee Rothfuss-Bastian added a comment - In my opinion a must-have if you want to be able to handle more complex requests with Jira Service Management.

              96677a1d9b4c Sam Knight
              dleng Daniel Leng (Inactive)
              Votes:
              1016 Vote for this issue
              Watchers:
              543 Start watching this issue

                Created:
                Updated: