Creating a Epic in Jira Service Management

[Jason Pengel]

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

[Hana Kučerová]

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?

[Sebrina Ward]

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]

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?

[Heba Rezk]

@Hana Kučerová Can i link an epic in service management project to jira software projects' tickets?

[Hana Kučerová]

@Heba Rezk Yes, this is possible.

[Dharmesh Barot]

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