Using Epics for service desk

[Neal Goodwin]

Hello all,

I am trying to use Epics within an enterprise service desk to cleanly delineate between tasks associated with the different systems we are supporting. I am trying to use Epics to do this, and am coming across some issues. This is a two part question.

1) is there a better way to put tasks into distinct buckets than using Epics? I have more experience administering and running projects in Jira software, and have had a lot of success doing this via Epics in the software portion

2) assuming Epics are the best, or a way to do this, how to I configure them to work appropriately? I recently created my service desk, and have added "Epic Link" to the add/edit/view issue screens. I then created a few epics for the buckets I want to seperate tasks into. Then when I go to create a new issue in the service desk, the Epics are listed as "unlabelled-[project key]"

Any thoughts?

Thanks,

Neal

[Sam Griffin]

If you have a defined set of systems (a, b, c) then you could use labels instead.  You could still report on and queue them using the lanes as your defining factor.  So the tickets would all be tasks (or whatever) and you’d query (issuetype = task AND labels = “a”).  Between boards, queues, and dashboards this would let you report on and sort the tasks without having to use epics or any specific type of issue type.