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Jira Service Desk Issue Types Missing

Margaret Winward September 24, 2020

I am trying to setup Jira SD for the first time. When I look in the Jira Settings | Issues, the only issue type option it shows is Epic. In the knowledgebase it says I should have the following: 

  • Change Requesting a change in the current IT profile.

  • IT help Requesting help for an IT related problem.

  • Incident Reporting an incident or IT service outage.

  • New feature Requesting new capability or software feature.

  • Problem Investigating and reporting the root cause of multiple incidents.

  • Service request Requesting help from an internal or customer service desk. 

  • Service request with approval Requesting help that requires a manager or board approval.

  • Support Requesting help for customer support issues. 

I have 2 questions:

  1. How do I find those issue types or do I have to create them myself?
  2. How do I select that issue type in my request type?

Thanks for any help you can give!

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Patricia Francezi
Community Leader
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September 25, 2020

@Margaret Winward 

The request types (change, it help, and so on) related to JSD are created when you use an ITSM Template to create a new project.

I assume that you already have JIra Service Desk installed in your instance, so

Make sure you are creating a Jira Service Desk  project using ITSM template in classic projects.

It would be helpfull if you describe your steps on creation, and share snapshots.

Margaret Winward September 28, 2020

Thanks - I found them. 

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