JSM : Difference with the ID between Change & Incident

Question

Hello everyone,

I want to implement JSM but i am not sure about one thing regarding the ID ticket.

As i understood , JSM is using only one single type of ID for the all project - ex : ITSM-XXXX.

But how can difference my ticket between incident/ change / problem without the field "Category"

I need to quickly know if it's a change ou incident.

INC-XXXX
CHG-XXXX

Do i have to open different project for the different processus

Thanks for your help

Jack Brickey · Answer

@ilyes hammami , first let me say that you cannot achieve that nomenclature within a single project as mentioned before. So, if indeed you must have that nomenclature, then yes, you would need different projects. However, I would really seek to understand why this is a must have requirement. As Nic indicated, it may be a remnant of past systems so users have become comfortable with it. Should that be the case I would advise you to discuss with the team and reconsider the approach .

ilyes hammami · Answer

I need to have for each processes different label name.

incident -> INC-XXX

change -> CHG-XXX

problem -> PRB-XXX

Do i have to create for each processes different project on JSM?

For exemple in Service now or BCM remedy, the label name is native to compare the ticket

Nic Brough -Adaptavist- · Answer

The desire to use the issue type as part of the issue key is usually a hangover from using legacy systems that were too primitive or poorly designed (for humans) to use separate identifiers to make search and usage work properly!

I too would use the issue type to "quickly see whether it's a change, incident, or problem"