How can we categorize customer request in 3 levels (C/T/I)?

[Deleted user]

Hi,

Service desk systems générally use 3 levels: Category/Type/Item when categorizing a customer request.

How can i get these levels using Jira servie desk?

Thanks

[Brian Hensley]

Here is what I found.  I think it is what you are looking for:

https://denizoguz.atlassian.net/wiki/spaces/CBSV/pages/45075166/Category+Type+Item+Classification+in+Service+Desk 

I'm not a fan of this approach.  It seems sloppy and not as user friendly.  We have the same issue and I may have to rethink this to use two categories, instead of 3.   Using a second (or more) Service Desk portals/templates to help offset some of of the need.

Think...

 - Application Development Portal (use to submit feature requests, repairs, new reports, etc.)

- IT Help Desk Portal (standard general help desk support)

- IT Projects Portal (intake for large project requests)

The entire toolkit to add this can be found here: https://denizoguz.atlassian.net/wiki/spaces/CBSV/overview

I may add this as a required field by the agent so I can still capture 3 levels post solution, and not require the end user to figure this out. That would simplify the usability and still capture the data I need for reporting.

[Jack Brickey]

I guess I need your definitions for CTI before I can answer completely. That said,

JSD offers a number of default fields and as many custom fields as you want. Default examples that likely apply:

• Issuetype
• Request Type
• Summary
• Priority
• etc.

[Deleted user]

I have already mentioned the definitions:

C: Category

T: Type

I: Item

see below for more information

http://www.itsmsolutions.com/newsletters/DITYvol6iss27.htm

Thanks

[Jack Brickey]

@[deleted], the definitions are conveyed in the link so thanks for that. Category/Type/Item are simply words but the link conveys what you are looking for I gather. Reviewing that data convinces me that you can easily achieve your goals in JSD. While there are other ways to accomplish, if it were me I would likely do the following:

Category = Issue Type

Type = Request Type

Item = custom user field that is a drop down that meets your needs

There is also the Component field that could be used so another option is:

Category = Component

Type = Request Type

Item = custom user field that is a drop down that meets your needs

good luck!

[Deleted user]

Please note that they should be cascading fields and not simple drop down lists.

Thanks

[Jack Brickey]

JSD allows the definition of a two level cascading list but not three.

[Deleted user]

Is there any addon that can help achieve 3 levels?

Thanks

[Nic Brough -Adaptavist-]

There is a multi-level-cascading-select, but it does not work in Service Desk.

Your Agents will be able to use it on the issues, but the customers will not see it on the requests.

[Jack Brickey]

you can have a look at this. i have not experience w/ it.

[Jack Brickey]

oops...i forgot we were talking about JSD. the offered addon is for JSW.