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How ITSM categories work in Jira Service Desk

The features described in this article are available for service desk projects using the early access IT service management template. Learn how to access the new ITSM template.

In IT service management projects, requests are organised into four main categories: service requests, incidents, problems, and changes. Learn more about these categories.

ITSM categories structure your work - providing dedicated features for your request types, and tailored experiences for your agents. ITSM projects and categories are adaptable, so your requests can change as your work changes. For example, requests in the ‘Incidents’ category can be upgraded to major incidents, while requests in the 'Changes' category can be created automatically when a deployment is initiated.

Categories also designate where each request type is shown within Jira Service Desk. In the left hand navigation bar, you can select an ITSM category queue to see the request types within that category. For example, if you select ‘Problems’, you’ll see all of the request types created in the ‘Problems’ category.

To help you understand how these queues are filtered, you can also see your queue’s default filters while creating it. You’ll find this information under the ‘filters’ heading when you select + Add queue.

Request types are the building blocks of these categories. When you create a new request type, you’ll be creating it inside an ITSM category. You can see which category you’re creating request types in by checking the sidebar navigation or page title. Learn more about request types in ITSM.

If you create a request using an issue type, rather than a request type, your requests won’t have access to the dedicated features of these categories. Request types are sorted into their relevant ITSM category while issue types are sorted into ‘Queues’. Learn more about the difference between issue types and request types.


Last modified on Oct 2, 2020
Cached at 10:18 PM on Oct 27, 2020 |

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