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 |
---|---|---|
Queue | Request Type | https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-types/ |
One Time CC (Internal) | @mention | Â |
One Time CC (External) | Add them as a request participant, reply to the ticket, and then remove the request participant | Â |
Permanent CC (Internal & External) | Add them as a request participant | Â |
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 | Â |
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) | Â |
Queue Admin CC (to receive emails when a ticket enters a queue) | Set up these notifications with automation rules | Â |
Ticket Admin CC | Request participant functionality, or define a custom field with automation rules | Â |
Status: New, Open, Stalled, Resolved | Waiting for support, In progress, Waiting for customer, Resolved | Â |
Bookmarks | Watch | https://support.atlassian.com/jira-software-cloud/docs/watch-share-and-comment-on-an-issue |
Ticket number | Key | Â |
Owner | Assignee | Â |
Requestor | Reporter | Â |
Request forms | Request forms (via customer portal) | Â |
Reminders | Dashboards | Â |
Reminders on tickets | SLAs and Automation rules | Â |
Test queue | Test project | Â |
Priority | Priority | Â |
User Summary | Profile | Â |
Dates and Due dates | SLA Goals, Due Dates | |
Links to other tickets | Links | |
RT at a glance | Your work | Â |
Summary field | Summary is a default field for most request types, but a custom field could also be created | Â |
Time tracking | Time tracking | https://support.atlassian.com/jira-service-management-cloud/docs/log-time-on-an-issue/ |
Bulk update | Bulk update | Â |
Export search results | Export search results or filter | Â |
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 | Â |
Queue owner (authority for changes) | Project owner | Â |
Advanced search | Advanced search (JQL) |
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