Working with issues
In Jira Service Management, customer requests are automatically triaged into queues, so you can easily find the issues you need to work on. If you are ready to jump in and learn more about working on and managing customer issues, you're in the right place.This page introduces you to the concept of an issue. You can then learn more about creating, editing, and collaborating issues in the Next steps section.
What is an issue?
Different organizations use Jira applications to track different kinds of issues, which can represent anything from a software bug, a project task, to a leave request form.
In Jira Service Management, an issue is a packet of work that agents work on. In an IT service desk, it represents an incident, a change, and a service request, etc. For example, a customer request of "Our printer is not working" appears as follows in the customer portal:
As an agent, you will pick the issue up internally in the service desk project to work on and it will look like the following:
Next steps
Check out the following pages to reach issue ninja status: