Categorías de Incidentes

Heydi Menéndez

Buen día!

Estoy tratando de agregar tipos de incidentes a las nuevas categorías de JSM pero no me están trayendo todos los incidentes de ese tipo.  Por ejemplo tengo 18 abiertos y en la categoría solo me trae 6 , existe alguna razón por la que me esté descartando el resto de incidentes que no salen?

Gracias!

Angélica Luz

Hello @Heydi Menéndez,

Thank you for reaching out to the Atlassian Community!

On JSM, the ITSM categories are based on request types.

With this said, if the request type is empty, it won’t be visible in the category. 

Please, check the other 12 incidents and select a request type.

 

To prevent this from happening, when creating the ticket, select directly the request type instead of the issue type.

• How categories work in IT service management

If you create a request using an issue type, rather than a request type, your requests won’t have access to the all the features of these categories. Request types are sorted into their relevant ITSM category while issue types are sorted into ‘Queues’. Learn more about the difference between issue types and request types.

Kind regards,
Angélica