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Planning and Tracking "IT-Changes" in Jira Service Management

L M February 29, 2024

Hello

I'm new to Jira and was tasked to enable our Service Project to support "IT-Changes". The Service Project is currently primarily used for IT-Support. IT-Changes are intended to be used by the Agents to plan and track changes in our IT-Infrastructure.

I've tried setting up a Request Type "IT-Change" with the Issue Type "IT-Change" and using a Form to gather the basic information required for every IT-Change.

I've hit multiple roadblocks though.
First, from the agent view, it is apparently not possible to show just a Form from the "Create issue"-View (clicking the blue "Create" button).

Second, when creating a new Request using the "Create issue" view using a Request Type that has a Form linked to it, i can't select the Form.

Third, it is apparently not possible to link a Form Field with a cascading Multiselect dropdown (We got a mandatory "Category" cascading field) to begin with.

How are IT-Changes supposed to be setup in JSM?

Thank you.

 

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Perisic Nikola
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March 1, 2024

Hello @lars_meury 

To answer your questions:

  1. Form is only showing in the customer portal, as shown in the image:Screenshot 2024-03-01 at 10.15.38.png
  2. Are you creating this from the portal or trying from the agent view (the 1st answer will apply if it is from the agent view)
  3. Form is linked per request type, and correct it is not possible to link the Form with the cascading dropdown - think of a form as a space within a portal for customers to fill (this is of course tied with the layout in the request type)

How it needs to be setup? This depends on the business requirements. How many forms? How many request types? 

I would recommend this article: https://www.eficode.com/blog/how-to-streamline-your-itsm-implementation-with-jira-service-management

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