How to configure templates for incidents?

[Uwe Kappe]

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

Uwe

[Chris Dunne · Accepted solution]

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.