About suggestions on work items

Suggestions uses AI to analyze the context of a work item and give your team access to important information and a list of possible actions. This helps your team get up to speed quickly, and the suggested actions can guide them on how to make further progress on the assigned work.

Suggestions adapts based on available context and past similar work items. It can’t be manually configured or influenced by knowledge base content.

Suggestions primarily include:

• A brief summary of the work item

• 報告者の入手可能な詳細 (サービス リクエストのみ)

• A list of steps that might help agents solve a work item (service requests only)

• Details of the probable root cause of an incident (incidents only)

• If available, a list of AI-suggested actions

Actions available for service requests and incidents

For a service request, AI might suggest the following actions:

• 優先度の変更

• 担当者を追加または更新する

For an incident, AI might suggest the following actions:

• インシデントをメジャー インシデントとしてマークする

• 対応車をインシデントに追加する

• インシデントの重大度を特定のレベルに設定する

• インシデントの優先度を変更する

• 影響を受けるサービスをインシデントに追加する

• Investigate the problem by creating a problem work item

Turn on suggestions

提案を有効にするには、次の手順に従います。

1. Make sure AI is activated for Jira Service Management.

2. From your service space, select Space settings, then Features.

3. [提案] を有効にします。

4. 作業カテゴリで、[サービス リクエスト管理] と [インシデント管理] を有効にすると、サービス リクエストとインシデントの提案が表示されます。

After you’ve enabled the suggestions and the required work categories, suggestions will automatically display for service requests and incidents. It will appear along with other context fields on work items.\

Use suggestions for root cause analysis on incidents

To use suggestions for root cause analysis on incidents:

1. Make sure your project has past similar incidents with corresponding PIR (Post-Incident Review) tickets.

2. Confirm that the 'Impact' field is enabled for incident management. Find out how to customize fields on your request types.

View suggestions for a work item

To view suggestions for a work item:

1. From your service space, go to Queues or Incidents.

2. 必要なリクエストまたはインシデントを選択します。

3. 右パネルの [提案] に移動します。