New JSM user using custom fields and Issue types, getting stuck in queue management

[Edward Dixon]

Hello JSM aficionados. I am trying to set up JSM as a ESM solution in a commercial real estate management setting. My question relates to custom fields and queues/dashboards.

My design involves  having 1 JSM project per property managed.

I have used 4 issue types (Tenant, Landlord, Building, Lease)

With each ticket created I want to set as one of the above 4 issue types only BUT I also need to include a sub-category. e.g. If I create a ticket using the 'building' issue, I want to include one of several sub-categories, like maintenance, repair, services etc.

Using custom fields for each issue type I have configured 4 x screens, 4 x screen schemes and 1 x Issue type screen scheme and have managed to get it all working.

Now, when I create a ticket I get to choose one of the 4 issue types. Then I can select one of the sub categories and the ticket will be created.

However, I am running into a (largely foreseeable) issue when I try to manage my queues. I want to be able to show the issue type and sub-category in 2 columns but because of the way i have set up my custom fields I am getting 5 columns instead of the two.

I haven't really approached requests yet as im not sure that all of my sub categories will warrant the use of a request, but some definitely will. (I've included a diagram showing my issue types, sub categories and potential future request types) 

Is there a better way to set up, so that I'm not running into issues at the queue management/dashboard part.

Many thanks in advance

[Jared Schmitt · Accepted solution]

There are 2 ways about it:

1. Use Request types instead of a subcategory customfield. When you add the Request type column to your queue, you have 2 columns showing you what you want.
2. Use only 1 subcategory customfield across all 4 issue types and restrict the available options via customfield context (based on issue type). This also gives you 2 columns in your queue. You might run into problems later though.

In general, it's not a great idea to display information in a queue that is unique to single issues.

In your case, I personally would go with the first option, as it's the most JSM-native approach.

[Edward Dixon]

Thanks Jared. I appreciate your answer.

After posting this I thought that JQL might be able to get round the issue. I'm not great at SQL but do know that there certainly are options to manipulate data. However, I suspect that JQL wont have the same powerful syntax as SQL so am likely looking at a dead end.

From your answer I think I'm going to try using the Request type option. From my limited experience I always thought that request types should be used whenever a customer wants to self-serve a request and not where a ticket would be created by the Agent.

I'm pretty proud of what I've learned in only a few days, but I can see that I have a lot of learning and practice ahead of me.

Kind Regards

Edward