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 assess, approve, and categorize the request for reporting or querying.
By default, we include the following fields in your agent's view of a change request. 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 extra 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. Read more about 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 change, usually in regards to service level agreements.
The time available before the business feels the request's impact.
The category of the change (usually standard, normal, or emergency). For example, a standard change does not require action from change managers. A normal change does.
A short description or code that indicates why the reporter needs the change.
The risk of implementing the change determined by the change advisory board. Usually based on complexity, scope, testing, recovery, timing, etc.
Change start date
The scheduled date the change's implementation.
Change completion date
The date the change's implementation is complete.
Change advisory board (CAB)
A list of individuals responsible for assessing, approving and scheduling the change.
A short description or code that indicates why the change is not progressing.
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