JIRA Service Desk: Project Templates

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Objective

What are different project templates in JIRA Service Desk?

Environment

Server

Procedure 

In JIRA Service Desk, the project types are templates used for a quicker service desk setup. The IT Service Desk template was built for IT teams to get started quickly with request types, workflows, etc. specific to IT use cases. For example, the IT template includes common ITIL requests such as:

Incident - An issue your customer experiences, Ex. cannot log in.
Problem - An issue with your actual system, Ex. authentication module not working in production.
Change - A request for a change to a managed system, Ex. upgrade version of an application.
Service Request - a general IT help request, ex. my keyboard doesn't work.

And the Basic Service Desk template covers basic help desk needs that enable non-technical service teams to get started quickly, but they can be changed and configured any way you see fit. It includes default issue types like:

Access - To request a new account, system access, or password.
Fault - Track system outages or incidents.
IT Help - For general IT problems and questions.
Purchase - Request and track items that need to be bought.

All of these defaults can be edited to build the exact type of service desk you need for all of your teams.

Take a look at this blog for a brief discussion on JIRA Service Desk's pre-configured templates.

 

 

 

Last modified on Oct 4, 2016

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