Categorization and sub categorization of the issues after they are in JSM

[Davide Cioranu]

Hello,
I'm trying to figure out a way to categorize and restrict the options against the categories when an issue is created. This specifically is for emailed request which need to be categorized afterwards.
At the moment all the options fall under "request type", which is not ideal as there is both service requests, incidents and change request.
I wanted list these in this way, and I saw in other discussions this can be done with components, unless I'm wrong:

Issue Type: Incident
Category: Network
Request type: Network not available

I was wondering if this can be done, or JSM allows a different way to categorize these (perhaps through labels/epic?).

I couldn't find any documentation that could help with this, and I would really appreciate if anyone can point me to a possible way to do this.

Thanks a lot

[Kris Dewachter]

Hi @Davide Cioranu ,

I think you have multiple options for categorization:

• Components : You can create your own fixed set of components via project settings --> components. The advantages are that the user can assign one or more components via a fixed list. Components can also be used to assign a default user to an issue when selected.
• Label : More flexible, but also more difficult to manage. Everyone can create their own labels. Not adviced when you want to stick to a pre-defined list of categories
• Epic : Not really adviced for Jira Service Management imho. More usefull in Software development projects.
• Custom fields : You can create one or more custom fields to use as categorization

BR,

Kris