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:
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?
Hello everyone! We are very excited to announce some much needed changes to the issue create experience in JSM (the blue "create" button) at the top of the screen. We have just starte...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events