Can I create sub-categories of issue types?

[Tim Forrester]

I have just started using the JIRA Service Desk (server version) trial.

I want to create drop down boxes, underneath the request type or issue type drop down boxes, to divide those types into sub-categories.

For example, under IT Help, I want sub-categories for "Hardware" and "Software".

The Hardware sub-category would be further divided into sub-categories for "Desktop PC", "Laptop", "Monitor", etc.

Similarly, the Software sub-category would further divided into several types different types of software.

I will also want to get reports on these sub-categories to find out how many issues have been logged in each category over a given time period.

Can someone tell me whether any of this is possible in JIRA Service Desk?  Thanks.

[Tim Forrester]

This is exactly what I need. Thanks.

[Steven F Behnke]

Yeah no problem. Let me know if I can help, you sound a little green and jira is powerful but can be as complex as you let it.

[Cristianne Bastos]

Where is the answer?

[John G]

?

[Steven F Behnke]

I would create something like this – 

IT Help Desk Portal

• Hardware Category
  
  • Desktop PC Request
  • Laptop Request
  • Monitor Request
• Software Category
  • Software Type A
  • Software Type B
  • Software Type C

You can then run Reports on Request Type or Issue Type, which ever makes more sense to your set up. Personally I'd make all Hardware Requests one issue type and all Software Requests one issue type, using Service Desk Request Types to give the user the appropriate screens.

[Tony Brown]

Unfortunately it doesn't look like Atlassian will reply to this, but I was able to create multiple nested groups by performing the following actions:

1. From the Service Desk Project, click "Project Settings"
2. Select "Request Types"
3. Once the Request Type is loaded, click the three dots "..." button next to "Edit Workflow"
   1. Select "View in portal"
4. Once the portal loads up, there's an option on the right which shows "Request type groups".
   1. Manually create new groupings by typing in your group name (ex: Website Issues, etc.)
5. Save!

This set me up for exactly what I was searching for, hopefully it'll help someone else too!

[Lance_Dörksen]

Hey,

Where do you see the three dots "..." ? I can't find them.

Screenshot maybe?

[Tony Brown]

Of course! Sorry, I didn't get a notification there was a response to my answer.

I hope this helps!

[Tim Forrester]

Am I correct in thinking this requires some JIRA programming, as described in this online tutorial?

https://developer.atlassian.com/jiradev/jira-platform/fields/tutorial-custom-fields-in-jira#Tutorial-CustomfieldsinJIRA-Step6.Buildandtestyourplugin

I am not a developer so I don't have the expertise to follow this tutorial.  JIRA Service Desk may not be the solution I'm looking for.

Thanks for your help.

[Steven F Behnke]

If you are an administrator in jira, you can define custom fields in JIRA Administration > Issues > Custom fields. It doesn't require programming skills.

[Sebastian Friebertshäuser]

but can you create sub-issues to existing issues?

for example: Price (main issue) -> disount,... (sub issues)

thanks 

[Phill Purnell]

Just wondering if there is a how to when it comes to setting up categories and sub-categories within Jira Service Desk?

[Lindsay Siurna]

Hi. Did you have any luck with this?