JSM : Difference with the ID between Change & Incident

[ilyes hammami]

Hello everyone,

I want to implement JSM but i am not sure about one thing regarding the ID ticket.

As i understood , JSM is using only one single type of ID for the all project - ex : ITSM-XXXX.

But how can difference my ticket between incident/ change / problem without the field "Category"

I need to quickly know if it's a change ou incident.

INC-XXXX
CHG-XXXX

Do i have to open different project for the different processus

Thanks for your help

[Jack Brickey]

Hi @ilyes hammami , the issue key (ABC-123) is composed of two parts:

• ABC is the project key. All issues in a given project will begin with this project key.
• 123 is a sequential number that increments by 1 with each new issue

there are a number of ways to distinguish issues: issue types, request types, issue category, custom fields, labels, etc. 

it might be best to leverage Customer request type for your use case but I can't say for sure without really understanding your business use case.

[Nic Brough -Adaptavist-]

The desire to use the issue type as part of the issue key is usually a hangover from using legacy systems that were too primitive or poorly designed (for humans) to use separate identifiers to make search and usage work properly!

I too would use the issue type to "quickly see whether it's a change, incident, or problem"

[Jack Brickey]

@ilyes hammami , first let me say that you cannot achieve that nomenclature within a single project as mentioned before. So, if indeed you must have that nomenclature, then yes, you would need different projects. However, I would really seek to understand why this is a must have requirement. As Nic indicated, it may be a remnant of past systems so users have become comfortable with it. Should that be the case I would advise you to discuss with the team and reconsider the approach .

[ilyes hammami]

I need to have for each processes different label name.

incident -> INC-XXX

change -> CHG-XXX

problem -> PRB-XXX

Do i have to create for each processes different project on JSM?

For exemple in Service now or BCM remedy, the label name is native to compare the ticket