Jira Image of the Day: Issue vs. Request

[#1]

Concept Relates To

Application Type	Jira Service Management
Deployment Type	Jira Cloud, Jira Server, Jira Data Center

What is shown?

An issue in Jira Service Management and the same information as a request in the Customer Portal

Visit: https://your-Jira-url/browse/issue-key (for issues)
Visit: https://your-Jira-url/servicedesk/customer/portal/portal-id/issue-key (for requests)

What can we learn?

An issue is an individual item in Jira. Each time you create an item, you’re creating a new issue with a unique key to identify it. An issue is any individual record in the Jira database. It could represent a change, an incident, a problem, a task, a “to do” item, or a development item like a story, bug, or epic.

Jira Service Management (JSM) also has requests. Requests are how Jira issues are represented, in the self-service portal, to customers or end users. In other words, a request is a simplified view of issue data.

The screenshots show an example trouble report for a problem with the mail server. The first image is the issue view in Jira and the second image is the request view in JSM. It’s important to note both views represent the exact same trouble report. There’s only one unique record in the database for it.

The unique key for this trouble report is IT-1 and that ID is shown at the top of both views. Both screenshots show the same information, but the way it is displayed is different for different audiences. The comprehensive view in the first image is indented for use by support team members. The simplified view in the second image is indented for end users.

---

Back to intro and image list

[Matt Doar]

Well said!