Jira Service Management の優先度レベルとは

Every work item in Jira Service Management has a priority level. The priority level conveys the severity of a work item so that agents can react accordingly, it identifies the relative importance of an incident and is usually based on the impact and urgency of a work item. It helps your agents prioritize work, and identifies the required time for actions to be taken to resolve them.

By default, work item priorities scale from:

Lowest - Trivial problem with little or no impact on progress. Color: Light grey.
Low - Minor problem or easily worked around. Color: Dark grey.
Medium - Has the potential to affect progress. Color: Yellow.
High - Serious problem that could block progress. Color: Orange.
Highest - The problem will block progress. Color: Dark red.

The name, descriptions, color and icon of a priority can be customized in your Jira settings by a Jira admin. You can also add new priority levels. Read more about configuring priorities and their descriptions.

優先度レベルの選択

An agent can set the priority level when creating a work item using the priority field. Customer-submitted requests will automatically assigned a medium priority level. The priority of a work item can be changed at any time. To work on the priority of a work item, you can use the urgency and impact fields to help determine the relevant priority level.

影響は、業務のプロセスに対するインシデントの影響の指標です。影響は通常、サービス品質に対する影響の大きさに基づいて決まります。

緊急性は、インシデントが業務に大きな影響を与えるまでの時間の指標です。たとえば、インシデントの影響が高くても、業務には年度末まで影響しない場合、緊急性は低くなる場合があります。

You can manually assign priority levels, or create an an impact urgency priority matrix and use automation to automatically assign priorities for you. Read how to create an impact urgency priority matrix or how to create an automation rule to prioritize your incidents.

インシデント管理

インシデント管理ではアラートにインシデントと同じまたは異なるレベルの優先度を含められるため、インシデントの優先度ごとに送信されるアラートを制御できます。たとえば、優先度が高いインシデントでは下位 (P4) レベルのアラートのみを送信することをお勧めします。アラート優先度の詳細についてご確認ください。