How to configure templates for incidents?

Hi everyone,

I'm new to JIRA Service Desk. In the customer portal I can configure request types for use by customers. Now I look for something similar in incidents. The scenario is as follows:

  • Customer calls the service desk and tells about forgotten passwort or something like that.
  • The service desk agent has to document this call as an incident and wants to create the new entry in a quick way.
  • The new incident can be assigned to someone or is directly closed.

The aim is to create this incident in approx. 30 seconds rather than 2+ minutes.

My first idea was that it could be possible that request types could be used in incidents but I didn't find something appropriate. I've also looked for an addon without success. Now my question:

Does a template fuctionality exist as standard or as addon?

Many thanks in advance for your information and

best regards


1 answer

1 accepted

In JIRA Service Desk you can map request types to underlying issue types.

So you need to create an Incident issue type if there is no suitable issue type for your needs.#

Then you can create a request type based on the issue type.

If you need more information please let me know.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,104 views 13 19
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot