Make an issue type compatible with an ITSM work category

You can make an existing issue type compatible with an IT service management (ITSM) work category by manually adding the required fields to the incompatible issue type. Learn more about compatible and incompatible issue types.

The service requests and problems categories and are compatible by default, but we recommend adding the full field set for ITSM best practice.

Make an issue type compatible with incidents or changes

To make an issue type compatible with a work category:

1. From your service project, go to Project settings > Issue types.

2. Select the issue type you would like to make compatible. This will take you to the configuration page for your selected issue type.

3. Select the Fields button in the top right corner of the page.

4. Find the Select Field dropdown beneath the list of current fields.

5. Start typing, or use the dropdown list to add the following fields to the issue type.

6. To make an issue type compatible with:

• Incident management add: Affected services.
  
  

• Change management add: Affected Services, Change type, Planned start date, Planned end date.

Full field set for ITSM best practice

We recommend you add the following fields to your issue types so that your work categories align with ITSM best practices. These fields are not required to make your issue type compatible.

• Service request management fields: Urgency, Impact, Pending reason, Product categorization, and Operational categorization.
  
  

• Incident management fields: Affected services, Affected hardware, Urgency, Impact, Severity, Pending reason, Source, Product categorization, Responders, and Operational categorization.
  
  

• Problem management fields: Affected services, Affected hardware, Investigation reason, Urgency, Impact, Root cause, Workaround, Pending reason, Source, Product categorization, and Operation categorization.
  
  

• Change management fields: Affected Services, Change type, Impact, Urgency, Change risk, Change reason, Implementation plan, Backout plan, Test plan, Planned start date, Planned end date, Change start date, Change completion date, Approver groups.

For change management best practice, we also suggest you also add an approval status to the issue type’s workflow. You can add a new approval status, or add an approval to one of your existing statuses.

To add an approval step to a workflow:

1. From your service project, go to Project settings > Issue types.

2. Select the issue type you would like to make compatible with change management. This will take you to the configuration page for you selected issue type.

3. Select the Workflow button in the top righthand corner of the page.

4. Select Edit workflow.

5. Select the status you would like to an approval step to.

6. Check the box next to Add approval this will open the Configure approval menu.

   • Note: This option is only available if the workflow status has at least two transitions: one for Approve, and one for Decline. Learn how to add transitions to workflow statuses.

7. Next to Get approvers from field, to select the field you want to get approvers from.

8. If you also want to request approval from the approvers of affected services, select Affected services next to Include approvers from service.

9. Next to Approvals required, enter a number for how many approvals are required for the request to proceed, or select All approvals.

10. Select statuses to transition to if the request is approved or declined.

11. Select Create.

12. At the top of the screen, select Publish.

You can also edit your workflows in Project settings > Workflows. To add a new approval step to your workflow, learn how to add an approval to a workflow.