Configuring Fields in Company & Team Projects | ACP-420 Jira Service Projects Study Session #7

This week we continued our exploration of configuration, focusing on issues/work items and request Types, and this is another area that project admins will have a split experience in. 

Team-Managed Projects

Team managed project admins can do basically anything they want in terms of issue type setup (note that technically there are only request Types in team managed). This is good for smaller teams, or in cases where a project is a one-off. Not having to go through a Jira admin and modify schemes (or add new ones) is a massive time-saver, and also frees up the Jira admins to handle bigger, more complex challenges. That said, it’s also a bad thing, as you might quickly end up with multiple team-managed projects floating around that all require administration… and due to how they work there’s no single way to manage them all.

Team managed project admins can, however, add new request Types at any time. This gives them a ton of flexibility to quickly spin up new request types on demand. They can also make any changes they want to the fields and workflow (well dig into these next week) they want to. This includes recording fields as displayed to the agent (the issue view) and the customer (request view). Company-managed project admins can do this as well, however, it is important to note that these are spread across different tabs (“Request Form” and “issue view”) in company-managed projects, but they’re on a single screen in a team-managed project.

Company-Managed Projects

Company managed project admins are much more limited in terms of what they can change. They can manage request types (including making new ones), but can't make new issue types, add fields, change screens or modify workflows. Also, any request type they create has to be linked to an underlying issue-type that’s available to the project (via the issue type scheme). This, in turn, limits the available fields to what’s connected to those issues types. This makes them entirely dependent on a Jira admin to help with updates. (Although they can't make these changes, understanding what is needed is very helpful as it makes it easier to file a request and work with a Jira admin to make those changes).

Company managed project admins can, however, control what fields are displayed on the request (as long as they're available on the underlying issues). They can also change the display name (what a customer sees) to make the experience a bit easier. They can also change the display name of workflow statuses, which seems like a small thing, but can have a bit impact on someone's experience.

Next week well pick up with emailed requests and then dig into knowledge bases and workflow setup!  After that there's a week break for TEAM25 (if you're going let me know, I'd love to connect there!).