Unable to use ITIL issue types in Service Management project

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ITIL issue types such as Change, Incident, Problem are not available automatically in your Service Management project as advertised in Service Management features.


There are basically 2 types of Service Management projects as illustrated below. You have the Basic Service Management and IT Service Management:

Only the IT Service Management Issue Type scheme comes with this ITIL Issue Types.


  • If you select IT Service Management when creating your Service Management projects, you should have the ITIL Issue Types (Change, Incident, Problem) included in the Project's pre-built Issue type scheme. 
  • For existing Basic Service Management Projects, you can modify their Issue Type Schemes (Project Administration > Issue Types > Select 'Edit Issue Types' from the Actions cog menu at top right of Project Issue Type Scheme page) either to add the new issue types to the scheme, or to reuse an existing IT issue type Scheme.


Last modified on Nov 23, 2020

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