Being that I got some good information from my last post (thank you) I wanted to ask one more thing. I am ITIL based and have been tasked with stream lining and finding efficiencies to our system. Below is a list of the options that we give the customers who are entering a ticket in to the system. Instead of changing the options (since other projects use these) I was hoping there was a way to classify the ticket once it came in? So for password reset (and all of the other options except the last one) would be a service request, The last option would be an incident. How can I classify these so I can pull a report on how many Incidents vs service request we had?
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...
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