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Jira Service Desk Next Gen - How should we define our request types


We are building up a helpdesk for one of our entities. They provided the table below to show the different application they support, the request type per application, assigned SLA, and the initial agent assigned upon issue creation.

My idea is to create a request type for each line under Request / Support Type column since they have different SLA's, agent assignment and workflows. I just want to get your inputs if you have a better idea on how to properly define the request types based on the information below or if I should be asking other questions to the entity to better decide.


request type.png

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Fahad Siddiqui Community Leader Sep 10, 2020

@Patricia Campos 

you can create requests in groups. for ex

Request Types

Common Requests

Hardware & Accessories


Systems/ Applications

Change Management

Then add the requests as per the above category 

We kept this one simple - Ask IT, Reporting an incident, Requesting a service, then we just added a custom category field listing out the different applications that we support.

Fahad Siddiqui Community Leader Sep 22, 2020

@Patricia Campos please let me know if you have any other quires.

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