Learn how to succeed in your role as a service desk agent.
Default fields for problem requests
Jira Service Deskallows you to customize the fields of information collected from customers. Additionally, you can customize the fields of information used by your agents. Jira Service Desk does this through issue type fields and screens. Fields help agents investigate, assess, and categorize the problems for reporting or querying.
By default, we include the following fields in your agents' view of a problem. If needed, you can add custom fields. Find out more about fields in Jira.
A short description of the request.
The person who submitted the request.
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.
Files or images added to the request.
A long, detailed description of the request.
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.
The team member assigned to work on the request.
The importance of the request's resolution, usually in regards to your business needs and goals. Sometimes, priority is calculated by impact and urgency.
A list of additional custom labels used for categorizing or querying records.
A list of extra customers who take part in the request, for example, people from other teams, or vendors. Learn more about adding request participants.
A list of people responsible for approving the request, usually business, financial or technical contacts.
A list of customer groups interested in the request's resolution. Learn more about organizations in Jira Service Desk.
The effect of the problem, usually in regards to service level agreements.
The time available before the business feels the problem's impact.
The asset or system where the problem originated.
The trigger for prompting an investigation. For example, reoccurring incidents, non-routine incidents, or other.
A short description or code that indicates why the problem is not progressing.
A category of IT asset or system that the request effects.
A category of action or function required to fulfill the request.
The original cause of the incidents related to the problem.
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.
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