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Request types vs. Issues Types



So I read what I could find to understand the difference between the two.

I know that Requests are what the customers raise, and Issues are what the support agents deal with.

However, when it comes to "best practices" for configuring JSD, I'm not too sure I did it correctly.

For each Request Type I associated it with an Issue Type.

Example: Technical Issues and Bugs (request type) is associated with Technical Support issues type.

Service Request 'request type' is associated with Service Request 'issue type'.


Did I approach it in the wrong way?

1 answer

1 accepted

Hi @Gil ,


You can also use the same issue type for any number of request types. This will be based on your requirement. If you want to use Technical Support issues type workflow/fields for the other request types you can use the same issue-type for other request-types too.

The only best practice that Atlassian suggest is if you have more than 7 request types you can make use of the group option. This group helps for categorising your request types.




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