It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Issue types for web maintenance projects?

Hi all. I'm setting up Jira Service Desk to manage ongoing maintenance for several web applications. My goal is to create around five issue types that are simple to choose but also allow for some reporting on the type of work we do, which is primarily back-end python. My idea right now is:

  • Bug - software not functioning as intended

  • New Feature - adding new functionality to the project

  • Improvement - no change to functionality, but improvement in speed, stability, elimination of tech debt, etc.

  • Service Request - default type for issues that are emailed in from customers, can be converted to other type if necessary

  • Dependency/Service Update - updates to dependencies and external services

  • Incident - post portem on an outage

I've also considered the ITIL service desk process, which is:

  • Service request

  • Change

  • Incident

  • Problem

This covers everything well, but I'm not sure it translates well to developers. It also drives the need for subcategories, for example, Change > New Feature, Dependency Update, Improvement.

Anybody using an issue tracker for web maintenance? What categories would you want to see if you were working on these projects?

0 comments

Comment

Log in or Sign up to comment
TAGS
Community showcase
Posted in Jira Service Desk

How has Jira Service Desk increased productivity in your org?

Hi Jira Service Desk community, Atlassian is on a mission to unleash the potential of all teams, and we know that tools are just one piece of that puzzle. With Jira Service Desk, we have productiv...

168 views 0 3
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you