問題リクエストの既定のフィールド

Jira Service Management allows you to customize the information collected from customers (and used by your agents) by using work type fields and screens. Fields help agents investigate, assess, and categorize the problems for reporting or querying.

既定では、エージェントの課題ビューには次のフィールドが含まれます。必要に応じてカスタム フィールドを追加できます。

概要 – リクエストの短い説明。

報告者 – リクエストの送信者。

Component/s – Segments of your IT infrastructure that relate to the request. For example, Billing services or VPN server. These are used for labeling, categorization, and reporting.

Attachment – Files or images added to the request.

説明 – リクエストの長くて詳細な説明。

Linked work items – A list of other requests that affect or are effected by the request. If your business uses other Atlassian products, this list may include linked development work items.

Assignee – The team member assigned to work on the request.

Priority – The importance of the request's resolution, usually in regards to your business needs and goals. Sometimes, priority is calculated by impact and urgency.

Labels – A list of additional custom labels used for categorizing or querying records.

Request participants – A list of extra customers who take part in the request, for example, people from other teams, or vendors. Read more about adding request participants.

Approvers – A list of people responsible for approving the request, usually business, financial, or technical contacts.

Organizations – A list of customer groups interested in the request's resolution. Read about organizations in Jira Service Management.

Impact – The effect of the problem, usually in regards to service level agreements.

Urgency – The time available before the business feels the problem's impact.

Source – The asset or system where the problem originated.

Investigation reason – The trigger for prompting an investigation. For example, reoccurring incidents, non-routine incidents, or other.

Pending reason – A short description or code that indicates why the problem is not progressing.

Product categorization – A category of IT asset or system that the request effects.

Operational categorization – A category of action or function required to fulfill the request.

Root cause – The original cause of the incidents related to the problem.

Workaround – The detailed description of a temporary, known solution to restore a service. If you have Confluence, we recommend you document your workaround in your knowledge base.