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  1. Jira Service Management Cloud
  2. JSDCLOUD-9944

Issues moved to ITSM projects don't have a ticket category

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      Issue Summary

      In IT service management (ITSM) projects, requests are organized into four main categories: service requests, incidents, problems, and changes. Their individual queues are filtered by the ticket category.

      When an issue is moved to an ITSM project, the issue won't have a ticket category defined, therefore, it doesn't show under the categories queues, just under the normal queue.

      Issue is also observed when we change issue type from Bug(Added issue type in ITSM project) to (Incident, Change, Problem) with in the same project.

      Steps to Reproduce

       # Move an issue to an ITSM project;
       # Check the issue type category queue.
       

      Expected Results

      The issue is shown under the issue type category queue and the regular queue.

      Actual Results

      The issue just shows under the regular queue, not the category.

      Workaround

      Default Request Type feature can be helpful to mitigate this issue. You can find more details in below article:

      Choose default request types for your issue types

            [JSDCLOUD-9944] Issues moved to ITSM projects don't have a ticket category

            Rachel Crossman (Inactive) added a comment -

            Hi everyone,

            We are closing this Bug, as a duplicate of JSDCLOUD-1835.

            Thank you,

            Rachel Crossman

            Senior Product Manager - Jira Service Management

            Rachel Crossman (Inactive) added a comment - Hi everyone, We are closing this Bug, as a duplicate of JSDCLOUD-1835 . Thank you, Rachel Crossman Senior Product Manager - Jira Service Management

            Miroslav Preradovic added a comment -

            The suggested workaround does not work in case, like we have, where you have only one Request Type for Incidents.

             

            Miroslav Preradovic added a comment - The suggested workaround does not work in case, like we have, where you have only one Request Type for Incidents.  

              rcrossman@atlassian.com Rachel Crossman (Inactive)
              0d59956c4fe8 Pedro Henrique Fernandes
              Affected customers:
              18 This affects my team
              Watchers:
              20 Start watching this issue

                Created:
                Updated:
                Resolved: