How to manage ticket classification (request type/issue type) within JSM?

Question

Hi everyone,

Setting up the JSM for an external customer use. I have the following issue and doesn't know how to cover it with JSM.

A customer can submit a ticket which we call Technical Assistance Request (issue type already exists) through the Request Type "I have a problem". However, this ticket can be either a Technical Assistance Request (Issue Type) OR a Defect (Issue Type).

It is impossible to assign 2 issue types (in this case TAR or Defect) to 1 request type ("I have a problem"). How can I manage the fact that a Technical Assistance Request can become a Defect ? The Issue Type "Defect" exists but is not link to the Request Type "I have a problem".

I was thinking about creating another Request Type to cover either the Defect or the Technical Assistance Request but our customers are sometimes not able to make the difference until we investigate further. So it may create some confusion on the customer portal and on the agent view.

Any leads on how to manage this aspect? I am sure other admins have face a similar situation.

Thank you in advance for your feedback,

Coline

Stanley Duback_u509bh · Answer

Hey Coline,

That is slightly tricky, you can have as many request types attached to the same issue type but unfortunately it is not the other way around. The issue type has to be associated to the request type and it is not dynamic.

Another alternative may be to associate a new custom field to your issue type( a simple drop-down perhaps)that you can use to differentiate issues in a JQL

Coline Laprade · Answer

Hi Stanley,

Thank you for your feedback, it is very much appreciated.

We already use labels for a different use and that's of great help. However we won't necessarily apply the same contract conditions based on a TAR or a Defect. That is why we need to differentiate them.

You are right, all issues are correct to come as TAR, however we need to have the possibility to triage them under Defect.

Is it possible to create a request type which would not be visible for the customer but visible for the agent and use it for the Defect issue type? I guess it is feasible but our customers would not be able to see their ticket when the issue type is Defect under a hidden Request Type. Am I correct?

Stanley Duback_u509bh · Answer

Hey Coline,

You can not have more than one request type linked to one issue type, however if you are looking for a mechanism for tagging issues for reporting or organization and need to add multiple I would suggest using Labels.

Here is the following documentation:
Add, Remove and Search for Labels | Atlassian Documentation

I am not sure I understand the use case however, all issues seem correct to come in as "TAR" for you, and when you close and issue if it were to sit in another category after triaging you can change the issue type.