jira service desk

[Ankur Priyam]

I am new to Jira Serivce desk. 

Had few questions regaridng the same as below before I will start using Jira:--

1) Is 'JIRA service desk' support SSO implementation?

2) Is ticket migration from another ticketing tool possible in JIRA service desk?

3) Can we configure CTIS (i.e. category,type,item,summary) in JIRA service desk?

Kindly help me out.

Thanks in advance.

Regards,

Ankur

[Nic Brough -Adaptavist-]

Yes, it supports all those things, although the SSO one might be a little tricky depending on what you want to use as the SSO provider.

[Ankur Priyam]

thanks for the information. May you please help more with point 2 & 3.

Thanks in adv.

[Nic Brough -Adaptavist-]

What help are you looking for?  I can't tell you a lot more than "yes", given what you've asked.

[Ankur Priyam]

okay..

regarding point no. 3, while creating any issue, i can see the "Summary", "Component", "Labels" etc. currently we are using an internal ticketing tool where we can define the CTIS, i.e. category,type,item,summary. In Jira, I can define the summary, but not able to define the category. In my existing tool, when I select a category say Vehicle then it further gives me inner options to select as vehicle then which have four departments in it as sales, technical, paintJob, Modification. then selecting Modification gives another few options to select as body mofication, engine modification etc.

In Jira, as of now I can select only one level of category under components section.

Hoping I was able explain my issue.

regaridng pt no 2, i saw one section (settings->Applications->Integrations->Application Links )where i can link my exiting applications but will it import all the ticket exiting in my external application?

[Nic Brough -Adaptavist-]

Jira ships with a number of "system fields" that you are seeing.  But it also has a range of standard "custom fields" which you can use to create whatever other fields you need.  It's designed to be flexible, not proscribe a process for you, so you can configure whatever you think you need.  Cascading selects sound like an option, although that only provides two layers and you seem to have the complexity of three or four, so you might want to consider an add-on to provide more complexity.

Application links are for getting Atlassian applications to talk to each other, and sometimes providing data exchange with non-Atlassian applications, if they have have had such integrations written for them.

Issue import is an unrelated process, you'll want to have a look at the various importers to see if your other system is available in there, or can export to something an importer can use.

[Ankur Priyam]

okay..thanks for the help.