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A way to identify what is an Incident and Request quickly

Michelle Kirk_71kltq

We are currently implementing Jira SM and one thing we have noticed and something I have not seen in another ITSM platform that you don't differentiate between an Incident and Request by Reference Number

All appear to start the same

Is there a way to have these numbers start IN for Incident, REQ for Requests and CHQ for change

Accepted answers

Marc -Devoteam-

HI @Michelle Kirk

No there is not.

This is the way JSM works, as it doesn't consist of modules like other ITSM tooling does.

Within JSM you can use or create any ITIL process. You can use different work types to differentiate, but not the reference.

All comments

Marc -Devoteam-

HI @Michelle Kirk

No there is not.

This is the way JSM works, as it doesn't consist of modules like other ITSM tooling does.

Within JSM you can use or create any ITIL process. You can use different work types to differentiate, but not the reference.

Michelle Kirk_71kltq

@Marc -Devoteam-

Thank you, although rather disappointing

Will this be something that Jira will be looking to change at some point so that reference numbers are easy to differentiate ?

As I am sure that this must have been raised many times before, especially when you have people moving from different platforms that have that capability to then move to Jira

Marc -Devoteam-

Hi @Michelle Kirk

NO I don't see Atlassian change this, as this is not the WoW in JSM. AS I mentioned, JSM is constructed like all other ITSM tooling, it has no module approach.

It's a single product based on subscription model, with functionality based on the choose subscription.

And the main reason on this way is the seamless connect with Jira itself that uses from the start of the product this approach.

JSM offers you to have multiple ITSM spaces and even frontends, not a single like to competitions does.

The products is setup differently with another visions then the other platforms.

The choice to move platforms should not depend or be the reason, on the platform acting in the same way the current platform works.

But that's my opinion, you choose a platform that seems to fit your organization and needs.

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