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I am doing some analysis to help my company migrate from Remedy to Jira Service Desk.
I am trying to understand what Jira fields I can map the Remedy fields to.
For example, there are Remedy fields called "Category", "Type", and "Item" that have a hierarchical relationship. The "Category" defines what type of incident the request can be categorized as. For example, there is a category called "Desktop Software". The "Type" associated with this category are "Outlook", "Chrome Browser". Next on the hierarchy is "Item". They "Item" values associated with "Outlook" are "Restore deleted emails", "Export calendar" etc.
We use this hierarchy to help funnel tickets to the right support groups.
I've been unable to find out what the right fields in Jira might be, and if we can set up a hierarchy that would allow filter of a drop down menu choices.
Has anybody been able to set up this type of categorization?