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。

コンポーネント – リクエストに関連する IT インフラストラクチャのセグメント。たとえば、請求サービスや VPN サーバーなどです。ラベル付け、分類、レポートに使用されます。

添付ファイル – リクエストに追加されるファイルまたは画像。

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.

担当者 – リクエストの作業に割り当てられているチーム メンバー。

優先度 – リクエストの解決状況に関する重要性は、通常はビジネスのニーズとサービス目標に応じて決定されます。優先度が影響力と緊急性によって計算されることもあります。

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.