We are pretty new to Jira and currently learning how to navigate through it. How would we do this? Can you provide us instructions or step-by-step breakdown for us?
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Before I give some guidance on how you could achieve the matching I should mention that this is removing some of the power of having differences between request types and issue types. Let us look at a simple example as to why it can make sense to use differences.
In our scenario we have an issue type called Incident but we want to use this issue type for different types of incident. Let us use the example of a hardware incident and a software incident.
If we just match the request type to the Incident issue type we have to either display fields that are not relevent to both types of report OR we have to use very generic fields.
Now if we have two different request types we can display suitable fields for each (hiding the irrelevent ones) but still follow the same workflows behind the scene
Similarly you can phrase the prompts to match the response type rather than the underpinning issue type.
If you have not already watched it I would recommend this tutorial as a starting point for helping you understand the benefits of self-service service desks. https://youtu.be/3fknicsBeh4
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Now to answer your request for a step by step instruction.
1. Having created a JSD project you need to set your issue type scheme for the project to include the issue types that you want to use in the project.
My apologies I may not been clear on what I was asking. Our current issue types are Access, Feature Request, Change Request, Task and Sub-Task in our new service desk but we want to have our same issues types in our current Jira software that are requirement, epic, story, task, sub-task. Would we be able to have our issue types changed to the same as our Jira software?
I hope this brings clarity to what we are working to achieve.
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Yes you can change the issue type scheme for your project to match those used in Jira Software projects and then these would be available to you to use in your portal.
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