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How categories work in IT service management projects

The features described in this article are available for service projects using the IT service management template. Learn more about the IT service management template.

In IT service management (ITSM) projects, requests are organised into four main categories: service requests, incidents, problems, and changes. Learn more about the different ITSM categories.

These 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 Management. In the navigation on the left, you can select Queues to see all requests, or select an ITSM category to see the requests within that category, based on the way you set up your request types. For example, if you select ‘Problems’, you’ll see all of the requests created with a ‘Problems’ request type.

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 categories. You can create request types that map to specific ITSM categories by navigating to that category and creating the request type there. You can see which category you’re creating request types in by checking the navigation on the left or the 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 Jun 4, 2021
Cached at 12:14 AM on Sep 18, 2021 |

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