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Issue types for web maintenance projects?

Hi all. I'm setting up Jira Service Desk to manage ongoing maintenance for several web applications. My goal is to create around five issue types that are simple to choose but also allow for some reporting on the type of work we do, which is primarily back-end python. My idea right now is:

  • Bug - software not functioning as intended

  • New Feature - adding new functionality to the project

  • Improvement - no change to functionality, but improvement in speed, stability, elimination of tech debt, etc.

  • Service Request - default type for issues that are emailed in from customers, can be converted to other type if necessary

  • Dependency/Service Update - updates to dependencies and external services

  • Incident - post portem on an outage

I've also considered the ITIL service desk process, which is:

  • Service request

  • Change

  • Incident

  • Problem

This covers everything well, but I'm not sure it translates well to developers. It also drives the need for subcategories, for example, Change > New Feature, Dependency Update, Improvement.

Anybody using an issue tracker for web maintenance? What categories would you want to see if you were working on these projects?



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