About requests and work items

In Jira Service Management, customers are people who request help from your service project. Customers can send requests to agents, and sometimes agents might raise a request on behalf of customers. For example, if an agent is taking a customer request by phone, they can raise their request on behalf of that customer. These requests are collected in queues as work items for your agents to work on.

作業項目とは

Work items are how pieces of work are internally represented in Jira Service Management to admins and agents. They could be customer requests or tasks created internally by agents. Different organizations track different types of work items, representing anything from a software bug to a project task or a leave request. Jira Service Management agents can assign themselves to work items or be assigned to them, either manually or using automation rules.

リクエストとは?

Requests are how work items are represented on help centers to help seekers, and are the items submitted by your customers or end-users. When customers submit requests for help, their requests automatically become work items that can be tracked in your service project. These work items are automatically triaged into queues, so you can easily find what you need to work on.

リクエスト タイプ
リクエスト タイプによって受信するリクエストを定義して整理することで、サービス プロジェクト チームはより効率的に顧客をサポートできます。顧客にわかりやすい言葉でリクエスト タイプを示すため、顧客は必要なサービスやリクエストの種類をすぐに特定できます。たとえば、新しいモニターの購入、プリンターのサポート、Wi-Fi アクセスの利用などです。

The relationship between work items and requests

A work item and a request are two different views of the same unit of work. The external view a customer has is different than that of the internal view of the agent, so your agents see ‘issues’ while your customers see ‘requests’.

When customers submit requests through a help center or by sending an email to your service project, their requests automatically become work items that can be tracked in your service project. All comments sent via the help center or over email will be added to this work item.

To create a work item in Jira Service Management, agents can use the ‘Create’ button in the top navigation bar or the ‘Raise a request' option on the left-hand sidebar. We recommended that agents use the 'Raise a request’ option to create the request in a help center, or send their request by email, as this ensures the work item is assigned to a request type.

Request types and work types are the building blocks of requests. work types give your requests their foundational features, such as their fields and workflow statuses, while request types give your requests their specific settings such as naming and how they appear in help centers. A single work type can be the basis for many different request types. Learn more about configuring request types and workflows.

request-channel-type フィールドを使用して、異なるリクエスト チャンネルをフィルタリングできます。「高度な検索 - フィールド参照」でリクエスト チャンネル タイプ フィールドの詳細をご確認ください。