Since 2013, Jira Service Management has been Atlassian's solution to IT Service Management for both internal and external customers alike; more than 8 years of continual development has led to countless examples of how JSM has delivered value to its users. In this 2014 video, we can see how Puppet Labs used Atlassian's Jira Service Desk, now Jira Service Management, to resolve tickets 67% faster. Take it from Atlassian's ITSM Partner of the Year three years running, we love how JSM supports your IT governance strategy. However, when defining a service desk for your organization, one of the most important decisions that you'll make is around how you define your Request Types.
What Are Request Types?
In Jira Service Management, the request type defines exactly what the customer sees and how the ticket moves and is displayed after it's been submitted.
Request types allow you to map a single issue type to different kinds of requests. For example, you may have issue types like Incidents and Service Requests. That's how your IT team understand incoming requests and they have the benefit of being able to span multiple contexts. However, as an end-user, when I'm coming to the portal I'm not thinking in ITIL terms. I'm likely thinking more along the lines of "I can't login" or "I need a new computer."
Request types allow you to represent both sides of the equation - the foundation of your portal are the issue types, but request types let you customize how they appear to customers in the portal. So, let's see what exactly we can do with request types.
What can I do with request types?
- Map a single issue type to many different request types: If there are multiple requests that follow the same workflow, you can utilize a single workflow across as many forms as you'd like!
- Group requests: You may have multiple requests that can be logically grouped together, like Software and Hardware.
- Change field display names: Even thought they're filling out the Summary field, on a request you may want it to say "What problem are you experiencing?" or "How can we help."
- Show specific Jira fields: While an agent may need to see and edit fields like Team or Priority, you probably don't want your customer to see those on Create.
- Preset fields: If certain request types have some constant information, you can preset fields without needing to modify the workflow or use any automation.
- Customize how workflow statuses are displayed: If you don't need your customer to know that an issue is being escalated to Tier 2 or Tier 3, you can mask those statuses so all the customer sees is that the issue is "In Progress" and they won't receive notifications as it moves through that internal workflow.
With that in mind, there are some best practices to keep in mind.
Request type best practices
- Think about the customer experience! Why are they coming to the portal?
- Don't necessarily break request types or groups down by IT org structure. While this could be useful, there are lots of ways to route request types to the right place without having it affect the customer view.
- Use hidden fields on your requests to simplify the experience - if you know a system wide outage is always urgent, don't make the user complete that field!
- Use hidden components or Team custom fields to route to the appropriate queues.
At Praecipio, we have the experts that can help you implement ITSM best practices across your entire organization. Contact us, we'd love to help!