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")