Jira Service Management vs RT

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 search

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 support, In progress, Waiting for customer, 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 forms

Request forms (via customer portal)

Reminders

Dashboards

Reminders on tickets

SLAs and Automation rules

Test queue

Test project

Priority

Priority

User Summary

Profile

Dates and Due dates

SLA Goals, Due Dates

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-slas-and-where-can-i-see-them-in-my-service-desk/

Links to other tickets

Links

https://support.atlassian.com/jira-service-management-cloud/docs/link-issues-pages-and-app-content-from-the-issue-view/

RT at a glance

Your work

Summary field

Summary is a default field for most request types, but a custom field could also be created

Time tracking

Time tracking

https://support.atlassian.com/jira-service-management-cloud/docs/log-time-on-an-issue/

Bulk update

Bulk update

Export search results

Export search results or filter

Charts

Reports

https://support.atlassian.com/jira-service-management-cloud/docs/create-your-own-custom-reports/

Automatic assigning of unowned tickets

Automation

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-automation-rules/

Feedback

Customer satisfaction

Queue owner (authority for changes)

Project owner

Advanced search

Advanced search (JQL)

https://support.atlassian.com/jira-service-management-cloud/docs/use-advanced-search-with-jira-query-language-jql/