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Add an ITSM category to any of your service projects

This article refers to feature lab features that will be rolling out in the coming weeks, and may not currently be available on your Jira Service Management site. To find out when these features will be live on your site, keep an eye on our release notes or the Atlassian Community. Learn more about the feature lab.

No matter which service project template you started with, you can access the full capabilities of Jira Service Management by adding IT service management (ITSM) categories to any of your service projects.

You’ll have access to tailored ITSM categories (service requests, incidents, problems, and changes) and their unique features, such as enhanced modern incident management powered by Opsgenie and dedicated change management integrations and automations to help minimize risk to your deployments.

If you’d like to see how ITSM categories work before adding them to your service project, you can create a new ITSM project and use the sample space to test, explore and learn about the ITSM categories.

To enable ITSM categories in any of your current service projects:

  1. Go to Project settings > Features.

  2. In the Feature lab section, use the toggle to enable the category you would like to add to your project.

After you’ve enabled an ITSM category, you can assign your existing request types to the category, or create a new request type as usual to build your new ITSM category from scratch. Learn how to assign request types to IT service management categories.

Feature lab

As this feature is still in development, there’s a few things you need to know before you get started.

Currently, once a request type has been added to a category, it can't be moved to another category. The ability to move request types between categories is currently in development.

To disable a category, you’ll need to delete all request types assigned to it. If you haven't added any request types to an ITSM category you can disable it at any time. Learn how to remove an ITSM category from your service project.

Learn more about the feature lab.

Impact on customers, admins & agents

While enabling ITSM categories, your service project will stay online so that your agents can continue to work and your customers can continue to submit requests.

Your new queues will be added immediately and your requests will automatically be moved to the relevant queue once their request type is added to the that category.  For example, if you assign the 'Reset my password' request type to the service requests category, any existing or new requests of that type will appear in the service requests queue.

Additional Help