Default fields in an agent's view of an incident

Jira Service Desk allows you to customize the fields where information is collected from your customers in the help center as well as customizing 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 incident for reporting or querying.

By default, the following fields are in your agent’s view of an incident. If you require additional fields, you can also add custom fields. Find out more about fields in Jira.

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 team member assigned to work on the request.

Priority

The importance of the request's resolution, usually in regards to your business needs and goals. Sometimes, priority is 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 who take part in the request, for example, people from other teams or vendors.

Approvers

A list of people responsible for approving the request, usually business, financial or technical contacts.

Organizations

A list of customer groups interested in the request's resolution. Learn more about configuring a project.

Impact

The effect of the incident, usually in regards to service level agreements (SLAs).

Urgency

The time available before the business feels the incident's impact.

Pending reason

A short description or code that indicates why the incident 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.

Source

The asset or system where the incident originated.

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