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  1. Jira Service Management Data Center
  2. JSDSERVER-1764

Multiple Issue Type for Customer Request Type

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

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

      Multiple Issue Type for Customer Request Type (CRT).

      With this feature one can change the Issue Type without clearing Customer Request Type. This makes recategorization of a Ticket viable and easy in for example a workflow transition. A Request for IT Help could be both an Incident and Service Request.

      As a Service Desk Agent I want to easily change the Issue Type while keeping Customer Request Type so that I can still see how the Ticket was submitted so that I can later Report on total "Requests for Help" and distuingish on how many are actually Incidents or Service Requests.

      As it is today when you change Issue Type CRT is cleared. Workaround is to either create a custom field "ITIL Classification" or create multiple CRT with different Issue Type, but then Customer has to decide whether said issue is Request or Incident.

      A workaround Suggestion is Sub Issue Types for JIRA Project.

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            [JSDSERVER-1764] Multiple Issue Type for Customer Request Type

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            Labels Original: affects-server New: affects-server ril
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            Remote Link New: This issue links to "Internal ticket (Web Link)" [ 976534 ]
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              Unassigned Unassigned
              50f3a3a792e4 Alf Karlsen
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                Created:
                Updated: