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Can I group service tickets together under an epic?

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?

1 answer

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Dirk Ronsmans Community Leader Apr 26, 2022

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 

  • Reporter
  • Organisation
  • some other custom field

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?

Dirk Ronsmans Community Leader Apr 26, 2022

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.

Like Ásta Hrönn Maack likes this

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