Many organizations uses Category/Type/Item (CTI) for incident classification in their IT service desks. CTI is a three-tiered approach of defining "Category," a "Type" associated with the "Category," and an "Item" associated with the "Type". Although this type of classification may not be suitable for every service desk we will show you how you can achieve this type of classification with "Component/Subcomponent/Bundle Versions" add-on and JIRA Service Desk. Without this add-on it is not practical to implement CTI with JIRA SD.
To achieve this will will first add "Component" field to our service desk portal page and enhance "Component" field with Subcomponent support provided by the add-on.
Lets add "Components" field to service desk. As shown on the following figure, first click on "Request types" section on project administration and than click on "Edit fields" link corresponding to Request Type. This will open the field configuration screen of corresponding request type, which is shown in the second screenshot.
