Some of the service desk states have no category. Why?

Peter Kaiser _Admin_

In the knowledgebase article it is mentioned that such states can only be achievied directly in the database.

But why does some service desk states have "(No Category)" in the first place? Is it a bug?

If not, what is the intention of this "fourth category"? Why does this states have none? What are we intended to do with this "fourth category"?

Andy Heinzer

I don't believe this is truly a bug.  The Issue Category is really something geared specifically towards Jira Software.   In Jira Software,

Categories help you identify where issues are in their lifecycle...

Taken from Defining a new status.   This is important for the use of Agile Boards.  Basically it helps users to understand if the issue is completed, in the works, or still in the planning stages.   When you create your own customer issue status, you have to pick a category for them.

When it comes to Jira Service Desk, there are no agile boards within these project types.   So it doesn't necessarily make sense for statuses such as "Waiting for customer" or "Waiting for Support" that don't really fall neatly into these Agile status categories.   Also when you install Jira Service Desk, there is an automated process where the plugin (service desk) creates these statuses automatically.  Hence they are not created with a category because Service Desk won't use these status categories anyways.

I hope this helps.

Andy