Replacing Default Sub-task with Custom "Action Item" Sub-task in JSM Problem Management

[Kim Galway]

Hello Atlassian Community,

I'm working on enhancing our Problem Management process within Jira Service Management (JSM) by introducing a custom sub-task issue type named "Action Item" to replace the default "Sub-task." The goal is to improve clarity and tracking of specific actions during problem investigations.

Here's what I've done so far:

• Created a new sub-task issue type called "Action Item."
• Added "Action Item" to the issue type scheme associated with our project, which currently includes the default "Sub-task."

Issue Encountered:

When I attempt to create a sub-task under a problem ticket (e.g., "Investigate Problem"), only the default "Sub-task" appears as an option. The custom "Action Item" does not show up in the selection list.

Questions:

1. Is it possible to have the custom "Action Item" sub-task appear as the default or sole sub-task option when creating sub-tasks under problem tickets?
2. If I remove the default "Sub-task" from the issue type scheme, will that allow "Action Item" to take its place without causing issues elsewhere?
3. Are there additional configurations or best practices I should consider to achieve this setup effectively?

Objective:

To streamline our workflow by exclusively using "Action Item" sub-tasks for problem tickets, thereby eliminating confusion between different sub-task types and ensuring consistent usage across the team.

I appreciate any insights, experiences, or suggestions you can share regarding this configuration.

Best regards,

Kim Galway

[Viktoriia Golovtseva _TitanApps_ · Accepted solution]

Hi @Kim Galway 

 Here are a few suggestions that might help:

1. Can you make "Action Item" the default or sole sub-task?

   • Unfortunately, Jira doesn’t support setting a default sub-task issue type directly in the UI. However, you can hide the default “Sub-task” type from users by:

     • Removing it from the issue type scheme for that project (yes, it’s safe to do if you’re not using it elsewhere).

     • Ensuring “Action Item” is added to both the scheme and any workflow conditions or screen schemes.

2. Will removing the default “Sub-task” cause issues?

   • Not necessarily. Jira allows custom sub-task types to function just like the default, as long as they’re properly configured. Just make sure:

     • You’ve updated all relevant workflows and permissions.

     • You’ve checked any automation rules or scripts that may refer to the old sub-task type.

3. Additional tips:

   • Update the create sub-task screen to make sure your custom "Action Item" is available.

   • Use automation to auto-assign “Action Items” based on workflow transitions or keywords (like “Investigate”).

If your team wants to avoid the overhead of creating separate sub-tasks for each actionyou might want to try Smart Checklist for Jira.

As the representative of the tool I can recommend Smart Checklist for Jira Service Management workflows, and here’s why:

Smart Checklist Benefits:

• Create structured action lists within any Jira issue (Problem, Incident, Task)

• Assign statuses like “To Do,” “Blocked,” or “Done” to each action item

• Use templates to standardize problem investigations

• Save time by avoiding sub-task clutter

• Keep agents and stakeholders aligned with clear, trackable checklists

JSM Portal Integration:

Smart Checklist also supports view-only visibility on the JSM customer portal: customers can see action items, expand details, and track progress

This allows your internal team to manage actions using a checklist, while external stakeholders (e.g., clients or partners) can track status via the portal.

[Kim Galway]

Hi Viktoriia,

Thank you so much for the thoughtful feedback and suggestions - I really appreciate you taking the time to share your insights, I'll definitely take some time to review the ideas and see which ones might work best for our setup.

Also, thanks for pointing  out the add-on option. We're currently trying to stay "green" within the Atlassian ecosystem, so we're not exploring third-party add-ons at the moment.  That said, I'll definitely keep the Smart Checklist in mind in case we find that the native features aren't meeting our needs.

Thanks again for your support

Best regards.

Kim

[John Funk · Accepted solution]

Hi Kim,

The only thing I can think of is that you didn't get the work type scheme saved after you added the new Action Item work type. But yes, you can remove the Sub-task default type and migrate any existing work items of that type to the new Action Item work type. In fact, that is what I would do. 

Another thing to try would be to move the Action Item work type above the default Sub-task work type in the scheme. That should make it show up before the Sub-task one. 

[Kim Galway]

Thanks John, I did not think that order may be a factor I will try that it will be much easier if that works.  :)

Thanks for your quick answer,

Kim

[John Funk]

Of course!

[Lukas Nicolai_Seibert]

Hi @Kim Galway ☺️, If you're open to using a third-party app, Templating.app is a great solution for automatically adding action items to subtasks.

• Use description templates to define action items
• Automatically apply them to subtasks based on your chosen conditions

You can find us at the Atlassian Marketplace ➡️ https://marketplace.atlassian.com/apps/1224664 

This is how this can look like:

[Aaron Williams]

Hey @Kim Galway 

Looks like you've done a lot of great work already. 

I will try and tackle your questions and then give some suggestions. 

1. You cannot have a default sub-task, but Jiras behaviour is to use the last sub-task type used. 

2.If you remove the original sub-task issuetype, Jira will ask you to migrate the issues linked with it to a new issuetype. 

3. I would say in terms of best practices, each organisation has different needs. So just asking this question here is great, but always make it make sense for your business. 

First of all, on the new sub-task type not appearing, 9/10 most users forget to press save when adding a new issuetype to their projects scheme. So checking that would be my first port of call. It's one of the places in Jira that has a save button. 

Now I can think of a way of keeping both sub-task issuetype and making sure the correct one is used for specific standard issuetypes. And that is with the use of automation for Jira. 

You could write a rule that says when subtask created if it was created under a problem ticket change the sub-task issuetype to "Action item". 

Please let me know if I can be of any help going forward. 

Thanks

Aaron. 

[Kim Galway]

Great thank you Aaron, this is definitely a big help. Will let you know what I find and if I have anymore questions I will post.  New at this but so excited to build this out.

Thank you 

Kim Galway