Can users identify issue types (e.g. incident or change) in their requests ?

[mark hewitt]

Just starting out with Jira with a 'pilot' site to learn what's possible / not possible.

We will have knowledgeable customers/users submitting requests/issues and would like to offer those users the option to classify the issue type (change/incident/problem) when they submit their requests.

Can anyone confirm if this would be possible ? And if it is, could you please point me in the right direction to understand how that can be set up/configured.

Many thanks,

Mark

[Jack Brickey · Accepted solution]

Yes this is possible if the customer is submitting tickets via the Portal. They will select from a list of Request Types that you define. These RTs are associated with issuetype that is used within Jira to associate workflow and behaviors.  There is a good bit of documentation on all of this and I would point you here as a starter - what-are-request-types 

[mark hewitt]

Many thanks Jack - that's exactly what I needed - to know it can be done before I spend hours finding out it can't, together with a starting point for entry into the extensive and very helpful documentation library.

Cheers,