Yeah Jira is just a ticket tracking system. Everything to do with the fields that need to be filled in, the workflow steps you need to move tickets through, and the granularity of tickets are entirely an organization specific thing.
ServiceNow, Jira, you name it. Under the hood they are just a database but the customizable monstrosity of fields and forms rules and reports and workflows on top makes them all eventually suck. Heck, this is probably why SAP and PeopleSoft suck too.