How to relate/use Services under the operations category of JSM with Jira Software tickets ?

Question

Dear Community Members,

I am a new user of  Jira service management. I'd like to add various IT products under Services within the Operations.

We have different features that we will need to be managed for each product so that will bring different requests and incidents from our customers. My plan is to categorize them with different fields and to be able to see them per product with their own requests.

I can easily add service relationships among other services that have been created but I cannot relate my service requests or incidents that are created by customers into my Services so they can be all categorized per each product and be linked with Jira Software if needed.

Would it be a better way to create projects per different IT services from our company or how should I see Services' functionality?

What is the most effective or common way to use it in your experiences?

If you can help me with that I would appreciate it.

Thanks in advance

Selin Tezel · Answer

Dear Ajay,

Thank you for your prompt reply!

I have the services under operations that I would like them to be visible on the helpdesk for customers to be able to see and choose a service that is related to their issue but I cannot display them.

Even though I have my services, my services are not recognized and it doesn't allow me to add any in link with my incidents.

So my question is do I need to have admin rights or do I need opsgenie or another tool to be able to manage my services in different areas ?

Thank you for your help already

Kind Regards,

Selin

Ajay _view26_ · Answer

Hi @Selin Tezel

Welcome to the  Community. JSM can be configured in a lot of different ways and the below post should give you some tips of the considerations before you proceed with the implementation - https://community.atlassian.com/t5/Jira-Service-Management/Best-practice-methodology-to-setup-JSM/qaq-p/1733822