How to convert incident ticket to problem or change ticket?

Question

Dear community members,

Good day,

Any ideas on how to convert an incident ticket to a problem ticket or a change ticket in JSM cloud?

I cannot find any setting in the incident management module for this. I have explored the FreshWorks product, and I realized that it allows for direct conversion to problem and change tickets

Thanks a lot.

Best regards,

Moon

Marc -Devoteam- · Answer

Hi @Moon

Create a new JSM project with the ITSM template, this will provide you with an example setup in relation to change, problem, etc...

Moon_wrhy9h · Answer

Hi Marc,

Thanks for your prompt response. Do you have an example link to guide me on how to do it?

Thanks a lot.

Best regards,

Moon

Marc -Devoteam- · Answer

Hi @Moon

You need to have request types in problem or change modules of the JSM project.

In best practice, these should have a different issue type as well and their own workflow.

To see the setup I would advise to setup an ootb JSM project, with the ITSM template in your sandbox, as I see you have a premium subscription.

This will show you how Atlassian inteads the usage of the different modules in a JSM project.