> For the complete documentation index, see [llms.txt](https://docs.harmony.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.harmony.io/service-desk-and-tickets/itsm-ticket-type-mapping.md).

# ITSM Ticket Type Mapping

When Harmony syncs tickets from your ITSM platform, it needs to translate the source issue type (for example, Jira's "Service Request" or Freshservice's "Incident") into a Harmony ticket type. This mapping determines how tickets are classified, routed, and handled inside Harmony.

Harmony now uses a direct mapping approach for ticket type classification, giving you more consistent and predictable results across your connected ITSM sources.

### How Ticket Type Mapping Works

Harmony follows a two-step process when determining the ticket type for any synced issue:

1. **Direct mapping** - Harmony first checks whether the source issue type has a known, direct equivalent in Harmony's ticket type taxonomy. If a match is found, that mapping is applied immediately.
2. **AI-based fallback** - If no direct mapping exists for the source issue type, Harmony automatically falls back to its AI-based classification engine, which infers the most appropriate ticket type based on the ticket's content and context.

This approach means that common, well-defined issue types are handled consistently every time, while less common or custom issue types still benefit from intelligent classification.

### Supported Source-to-Harmony Mappings

The direct mappings cover standard issue types from popular ITSM platforms. The examples below illustrate how source types translate to Harmony ticket types:

| Source Platform         | Source Issue Type | Harmony Ticket Type |
| ----------------------- | ----------------- | ------------------- |
| Jira Service Management | Service Request   | Service Request     |
| Jira Service Management | Incident          | Incident            |
| Freshservice            | Incident          | Incident            |
| Freshservice            | Service Request   | Service Request     |
| Freshservice            | Problem           | Problem             |
| Freshservice            | Change            | Change              |

For issue types not listed here, or for any custom types defined in your ITSM platform, Harmony applies AI-based classification automatically.

### Benefits of Direct Mapping

* **Consistency** - The same source issue type always maps to the same Harmony ticket type, regardless of ticket content or wording.
* **Predictability** - Your team can rely on ticket types being accurate from the moment a ticket is synced, reducing the need for manual reclassification.
* **Seamless fallback** - Custom or unrecognized issue types are still classified intelligently through AI, so no tickets are left without a type.

### When AI Fallback Is Used

AI-based classification is triggered automatically in the following situations:

* The source issue type does not have a direct mapping in Harmony.
* The source platform uses custom or non-standard issue type names.
* The issue type field is missing or empty in the synced data.

No configuration is required on your part - the fallback happens transparently behind the scenes.

### Frequently Asked Questions

**Does this change affect tickets that were already synced before this improvement?**

This improvement applies to tickets synced going forward. Previously synced tickets retain their existing classification. If you need to reclassify older tickets, you can do so manually from the ticket detail view.

**Can I customize the mapping between source types and Harmony ticket types?**

At this time, the direct mappings are managed by Harmony based on standard ITSM type definitions. If you have a specific mapping requirement for a custom issue type, contact Harmony support for assistance.

**What happens if my ITSM platform uses a non-English issue type name?**

If the issue type name does not match a known direct mapping, Harmony's AI fallback will classify the ticket based on its content. This ensures tickets are still typed correctly even when non-standard naming conventions are used.


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