Hello world,
Total JIRA newbie here. We are using HEAT ITSM for incidents and other ITSM processes. We have decided to move from HEAT to JIRA ITSM. I was looking for a step-by-step process on how to build my incident management process but haven't found anything that step by step or useful. Even the training on incident management focused on major incidents and not too much about configuration details.
Well enough complaining :-). So far i have created my ITSM project, created services, and Teams (in Opsgenie). Understood the basics of how automation, SLA and Flow works.
I want to provide a Demo to my team on the incident management process. For this, i need help in trying to figure it out.
How to populate incident categories (not priority). So Incident -Hardware - (5 different types of hardware). etc etc.
How to create a flow so hardware incidents go to a specific team and software incident goes to a specific team
How to attach SLA to incidents based on priority.
Is there a single document/link that can help me populate the drop down fields and setup an ACTUAL process in real life. If not then can you please send me any links that may e useful.
Thanks
