Jira Servicedesk Request type field subcategory

Border Express

Hi,

I'm currently configuring a new Jira Servicedesk instance to see if it's fit for purpose, my question is can I set a request type subcategory and item for that category and then be able to report on that category.

An example of what I'm after:

• Request type: PDA Hardware
• Subcategory: PDA model
• Item: PDA component that's effected

I'm then wanting to run a report based on location of the users branch and the items effected to get some visibility of the request types we are receiving.

jndeverteuil

Hello,

You can actually picture the Service Desk like so :

* Groups
    * Request Type
        * Fields

You could then build your service desk with an optional group as well (if you think you could be adding more groups later on) :

* Hardware (Group)
    * PDA Hardware (Request Type)
        * Summary (mandatory for every Request Types)
        * PDA model (Components field or a custom field)
        * Item (Components field or a custom field)

Then you could search with :

project = "ABC" AND "Request Type" = "PDA Hardware" AND (Components in (ABC,XYZ) OR Custom_Field = "ITEM123")