ITSM Incident Management Project Configuration

[Mathavan]

Hello Team,

Good day!

Can you please assist about ITSM Incident management workflow.

We have any standard format for this?

Waiting for your support!

Thanks,
Mathavan

[Nikola Perisic]

Hello @Mathavan 

Incident management has queues for agents when an incident was actually raised.

Also:

You go to Features -> Incident Management

Also to find more information you click on the "Learn more about incident management" .

You do not have a defined workflow for incident management. Instead, you should create a new issue type of an incident where the workflow is being tied to the specific issue type. Also, you need to add field configuration and screens to it:

Here you need to create an issue type first. Then create a new request type that will use the Incident as an issue type.

[Mathavan]

Hi @Nikola Perisic ,

Thanks for your response.

We have to implement this in datacenter edition, So can you assist me about to create a incident management workflow with (L1,L2,L3 supports), How the workflows will be?

Thanks,
Mathavan

[Nikola Perisic]

Ah correct, I see the tags now that it is meant for the data center.

For this you should be contacting the sales team, which could be found in here: https://www.atlassian.com/enterprise/data-center/jira/service-management