I am wondering how service tickets show up in the regular jira environment.
What I want to do is to group together under one epic all service tickets that come from a specific client. Can I configure service desk to do that?
Hey @Ásta Hrönn Maack ,
Normally an Epic is not part of a Service project but specific to a Software project.
I guess you could add the Epic issue type to a Service project but it seems a bit odd.
If you wish to group the tickets together you could just do that based on the
Or you could design your own issuetype to which you link your Service tickets. it depends a bit on what you wish to do with this next. I feel that grouping them under a global issue could work but it depends on what your use-case if further down the line on how I would approach this.
What I want to do is to make sure that all issues are linked to the correct client. I.e. if a client has the abbreviation PEN I want the service desk issue to have the same abbreviation if the ticket comes from that client.
Secondly I want all issues that are related to that specific client to be grouped together, because I don't want any issues specific to a client to be without an epic.
How do I do this?
So am I right in assuming that you have both a Service Management project and a Software project?
For your first question having the ticket the same value as some abbreviation from the client you could do that thru an automation.
There is a custom field you can create call "Reporter Domain" which will automatically capture the email domain from the customer when they create a ticket. Alternatively you could have the customer fill out their company name/abbreviation on the request type (portal)
Secondly, having them grouped under an epic that is possible but for a Service management project, the concept of an Epic doesn't exist as it is not part of that issue type scheme. You could add it or add a new issue type under which to group them.
I hope I'm understanding your use case correctly.
The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...
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