How to manage more than 100 request types in single JSM project

Question

HI All,

Have one requirement to map more number of request types in grouping for single service desk project

For example:

Project: ERP

Grouping : SAP Support, JIRA support, .... Almost 10 Groups in single project

Request types: In SAP support grouping - There are many request types more than 15

How to map this any suggestion are very much appreciated!

Regards,

Shubham

Nic Brough -Adaptavist- · Answer

Indeed, humans will find this utterly bewildering, which defeats the purpose of a service desk.

Your SAP Service request list - that would be far better represented as

SAP Support -> Service Request -> custom field for "area" with 12 options.

Joseph Chung Yin · Answer

@Shubham Burghate -

In my opinion having that many request types in a single JSM project is not manageable and not recommended.

You can use actual issue metadata field(s) to tag the different requests, thus you have less request types forms to maintain/manage.  Once a request for a specific group is created, you can create different request queues based on the metadata fields values to group the requests into different areas.

Some fields out of the box for JSM for you to consider - Product categorization  (cascade select).

Again, you can proceed with 100+ request types implementation if you want to, but it is not recommended.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.