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RT | Jira Service Management | Jira Resource to learn more |
|---|---|---|
Queue | Request Type | https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-types/ |
One Time CC (Internal) | @mention | |
One Time CC (External) | Add them as a request participant, reply to the ticket, and then remove the request participant | |
Permanent CC (Internal & External) | Add them as a request participant | |
Squelch | This functionality doesn’t exist in Jira. You could do a an internal comment and @mention those you do wish to include. | |
Saved Searchsearch | Filter | https://support.atlassian.com/jira-service-management-cloud/docs/overview-of-basic-search/ |
Reply | Reply to customer | |
Comment | Add internal note (Note that In Jira, these are truly internal notes and are not visible to the requestor, but will still be visible to any users including the requestor if they are an agent or admin of that project) | |
Queue Admin CC (to receive emails when a ticket enters a queue) | Set up these notifications with automation rules | |
Ticket Admin CC | Request participant functionality, or define a custom field with automation rules | |
Status: New, Open, Stalled, Resolved | Waiting for Supportsupport, In progress, Waiting for Customercustomer, Resolved | |
Bookmarks | Watch | https://support.atlassian.com/jira-software-cloud/docs/watch-share-and-comment-on-an-issue |
Ticket number | Key | |
Owner | Assignee | |
Requestor | Reporter | |
Request Formsforms | Request Forms forms (via customer portal) | |
Reminders | Dashboards | |
Reminders on tickets | SLAs and Automation Rulesrules | |
Test Queuequeue | Test Projectproject | |
Priority | Priority | |
User Summary | Profile | |
Dates and Due Datesdates | SLA Goals, Due Dates | |
Links to other tickets | Links | |
RT at a glance | Your Workwork | |
Summary Fieldfield | Summary is a default field for most request types, but a custom field could also be created | |
Time Trackingtracking | Time Trackingtracking | https://support.atlassian.com/jira-service-management-cloud/docs/log-time-on-an-issue/ |
Bulk Updateupdate | Bulk update | |
Export Search Resultssearch results | Export search results or filter | |
Charts | Reports | https://support.atlassian.com/jira-service-management-cloud/docs/create-your-own-custom-reports/ |
Automatic Assigning assigning of unowned tickets | Automation | https://support.atlassian.com/jira-service-management-cloud/docs/what-are-automation-rules/ |
Feedback | Customer Satisfactionsatisfaction | |
Queue Owner owner (Authority authority for changes) | Project Ownerowner | |
Advanced Searchsearch | Advanced Search search (JQL) |
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