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Different organizations use Jira to track different kinds of work items, which can represent anything from a software bug, to a project task, or a leave request form. In Jira Service Management, customer requests are automatically triaged into queues, so you can easily find the work items you need to work on. If you are ready to jump in and learn more about working on and managing customer work items, you're in the right place.

In Jira Service Management, a work item is a packet of work that agents work on. In an IT service project, it represents an incident, a change, and a service request, etc. For example, a customer request of "Our printer is not working" appears as follows in the customer portal:

As an agent, you will pick the work item up internally in the service project to work on and it will look like the following:

Project and work item keys

Work item keys

Work item keys are unique identifiers for every piece of work you track with Jira. They are easily recognizable and quick to remember.

You'll see work item keys:

  • On work items themselves, as a label
  • 検索結果および保存済みフィルター
  • ボード上のカードやプロジェクトのバックログ
  • 作業を接続しているリンク
  • In the work item's URL
  • 追跡している作業を参照する必要があるすべての場所

Work item keys are made up of two parts:

  1. プロジェクト キー (上記のスクリーンショットの SMART)
  2. 連番

プロジェクト キー

Project keys are a series of alphanumberic characters that describe to people across your Jira site what pieces of work are related to your project. They're the most memorable and recognizable piece of a work item's identifier. For example, our team is codenamed Donut World. We use the project key "DONUT" to help people across Atlassian know and recognize work that relates to our team.

プロジェクト管理者は新しいプロジェクトを作成するときにプロジェクトのキーを作成および割り当てることができます。Jira はプロジェクトの名前に基づいて、認識しやすいキーを提案します。プロジェクト管理者は [詳細] オプションを選択することで、プロジェクトの作成時にこれをカスタマイズできます。また、プロジェクトの設定でいつでも更新できます。これらは大文字で始まる 2 文字以上の文字列にする必要があります。プロジェクトの詳細の編集については、こちらを参照してください。


Configure work items

If you have admin permissions, you can configure work items, create new work types, manage custom fields, and more