Products or services
The Support process defaults to Product to classify user requests. This design is suitable for teams that support multiple software products within a single support activity. You can easily change this terminology in the project settings. For example, replace this term with Service Directory or some other classifier.
When the directory of Products (or services) is very large, it becomes inconvenient to use. Moreover, some support projects have Products and some do not. The problem is solved by pre-selecting a request category, which is requested from the user when creating a request. A category is actually a support project (activity) that the user first selects and then creates a request. In this case, the request creation form already displays a list of Products of the selected project, or does not offer a choice if the list of Products is empty.
Since there are several support projects, to manage them it is convenient to create a portfolio of projects called Support, in which requests from all support projects will be visible. On the general request board, you can not only see all support requests and their statuses, but also easily transfer requests from one category to another if the user did this incorrectly.
