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Official Jira Definitions of Jira Service Desk

What are the official Jira Service Desk for the following below:

  • Change
  • Incident 
  • Problem
  • Service Request


Thank you!


3 answers

0 votes
Mikael Sandberg Community Leader Jul 07, 2021

Hi @Sabrina Watkins,

Welcome to Atlassian Community!

If you are looking for the template that has these four request type it is named IT service management.

@Mikael Sandberg  Where can I find the IT Service Management at?


Thank you!!!

Mikael Sandberg Community Leader Jul 07, 2021

You can find all the templates if you click on Projects > Create project, that will take you to the Project template screen, looking something like this:

Screen Shot 2021-07-07 at 11.48.08 AM.png

0 votes
Jack Community Leader Jul 07, 2021

Your title seems to be requesting definitions? If that is the case you might find the following article useful - ITSM-what-are-ticket-categories 

0 votes
Daniel Ebers Community Leader Jul 11, 2021

Hi @Sabrina Watkins

adding to the great answers of Jack and Mikael you might be also interested in the ITSM guide, published by Atlassian.

While I see the linked documentation gives a precise answer on Jira configuration the ITSM guide can give more explanatory information about the whole concept and glossary:

In case of detailed questions, of course, Community is always a great place to come back to and ask more.


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