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Make an issue type compatible with an ITSM category

This article refers to features that will be rolling out in the coming months, 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.

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

Service requests are a general-purpose ITSM category and are compatible by default, but we recommend adding the required fields for ITSM best practice.

Make an issue type compatible with service requests, incidents or problems

To make an issue type compatible with an ITSM 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:

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

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

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


Make an issue type compatible with changes

To make an issue type compatible with change management you need to add a number of fields to your issue type, and 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 make an issue type compatible with change management:

  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 Fields button in the top right corner of the page.

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

  5. Add the following fields to the issue type: 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.

  6. Select theWorkflow button in the top righthand corner of the page.

  7. Select Edit workflow.

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

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

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

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

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

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

  14. Select Create.

  15. 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.

 

Last modified on Aug 12, 2021
Cached at 12:16 AM on Sep 18, 2021 |

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