Customize fields in your IT service desk

Jira Service Desk allows you to customize fields that are used in the agents view of a service request. Fields help agents resolve a request, discuss issues with vendors, and categorize requests.

Your IT service desk template comes with default fields that can be used or deselected. You can also add additional fields that are not included by default in your IT service desk. The Information Technology Information Structure (ITIL) framework recommends that a few more fields be added to your service desk to help you to prioritize requests based on their urgency and impact. Learn more about ITIL.

Default fields in your IT service desk

The IT service desk template contains the following default fields that can be used or removed in an agents view of a service request:

Summary

A short description of the request.

Reporter

The person who submitted the request.

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.

Description

A long, detailed description of the request.

Linked Issues

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 issues.

Assignee

The service desk agent assigned to fulfill the request.

Priority

The importance of the request's resolution to the service desk. Usually in regards to your business needs and goals. Sometimes 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 or vendors who take part in resolving the request.

Approvers

A list of business or financial contacts responsible for approving the service request.

Organizations

A list of customer or vendor groups interested in the request's resolution.

Additional fields you can add to your service desk

You can add the following fields to your service desk:

Impact

The effect of the service request, usually in regards to service level agreements.

Urgency

The time available before the business feels the service request's impact.

Pending reason

A short description or code that indicates why the service request 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.

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