RT Compared to Jira Service Management Reference Guide

This guide is meant to serve as a quick reference to help users transition from Request Tracker (RT) to Jira Service Management

Many of the items below are captured in Atlassian’s Jira Service Management Support article. We have added more support resources where they exist for other things you can do in Jira Service Management

Jira Service Management vs RT

RT

Jira Service Management

Jira Resource to learn more

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 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/

Need help?

Contact the helpdesk@uwaterloo.ca.

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