ITSM Incident Management Project Configuration

Question

Hello Team,

Good day!

Can you please assist about ITSM Incident management workflow.

We have any standard format for this?

Waiting for your support!

Thanks,
Mathavan

Nikola Perisic · Answer

Ah correct, I see the tags now that it is meant for the data center.

For this you should be contacting the sales team, which could be found in here: https://www.atlassian.com/enterprise/data-center/jira/service-management

Mathavan_l9k3va · Answer

Hi @Nikola Perisic ,

Thanks for your response.

We have to implement this in datacenter edition, So can you assist me about to create a incident management workflow with (L1,L2,L3 supports), How the workflows will be?

Thanks,
Mathavan

Nikola Perisic · Answer

Hello @Mathavan

Incident management has queues for agents when an incident was actually raised.

Also:

You go to Features -> Incident Management

Also to find more information you click on the "Learn more about incident management" .

You do not have a defined workflow for incident management. Instead, you should create a new issue type of an incident where the workflow is being tied to the specific issue type. Also, you need to add field configuration and screens to it:

Here you need to create an issue type first. Then create a new request type that will use the Incident as an issue type.