Best practice on request types fields

[Lucas De Souza]

Hello everyone.

I am building the new JSM for the IT department and I have a question.

Which option is the way to go when creating a new request type in the portal?

1. Get all the information in the description field, using the default value to help the user fill up the information needed;
2. Create a specific field for each piece of information needed.

e.g. Laptop is broken, I can get all information on the description field, model, asset number, and what is broken, however, I could also add fields for each information.

hopefully, I could explain my question.

Thanks a lot.

[Patrice Champet · Accepted solution]

Hi Lucas,

I guess you may have to consider at least 3 points:

- what information are you asking to users, what informations are stored in your Asset Management ? As you mention JSM, you should have Assets for Jira included, to track assets such as laptop. In a ideal world you, user should be able to say I have an issue with my laptop, and all relative information should be provided by your asset management system.

- what kind of reporting /dashboard do you need? 
Using description with all information inside, it will be hard to report on it.

- forms or custom field ? On JSM cloud, or if you have proforma on premise, you can create a Form to ask these information to your user. Forms are easier to create and you don't need specific Jira Field for each use case. 

And always keep in mind that it should be easy for the users to fill the request.

I hope it helps !

[Lucas De Souza]

Thanks a lot, @Patrice Champet I followed your idea and I started using forms instead of custom fields and so far seems to be very good.

Thank you.

Best Lucas.