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Creating a Epic in Jira Service Management

Hi all,

Is it possible to create an Epic in a Jira Service Desk just like in Software projects? We have a Service management project and we are wondering if a Agent could create and work on Epics within the service desk.

I look forward to your response.

Kind regards,

Jason

2 answers

Hi,

I've a similar question. We use SM for UAT. Our clients can submit bugs found in UAT as SM tickets. We then create related issues in Jira where our development board is.

So, when a client submits a ticket, it would be helpful for them to also pick the Epic they found the bug in.

Hope this helps.

Please advise.

Best,

Dharmesh

0 votes
Hana Kučerová Community Leader Jul 26, 2021

Hi @Jason Pengel ,

sure, in general you can work with any issue type in JSM projects.

Would you please share us, why do you want to work with Epics in JSM projects?

Hi Hana, I have the same question as Jason.  The reason we need EPICs/Stories in Jira service management is to support request which turn out to be projects.    Do you know if a best practice for this scenario?  Thanks

Hana Kučerová Community Leader Oct 09, 2021

Hi @Sebrina Ward ,

the problem is the customer view is very simple and the customer is not able to see the relation between Epic and Story.

If it is separate project - is it possible for you to create separate Service Management project?

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