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Default form fields for change requests

Jira Service Management allows you to customize the fields used to collect information from customers and agents. Fields help agents assess, approve, categorize, and solve requests. Fields for requests are based on issue types. Learn more about issue types.

For your change management deployment pipelines to work, only the Summary and Description fields should be set to Required for the Change issue type. Learn how to modify field behavior.

By default, we include the following fields in your agent's view of a change request. These fields are based on the Change issue type.

  • 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 extra 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. Read more about participants.

  • 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 organizations in Jira Service Management.

  • Impact – The effect of the change, usually in regards to service level agreements.

  • Urgency – The time available before the business feels the request's impact.

  • Change type – 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.

  • Change reason – A short description or code that indicates why the reporter needs the change.

  • Change risk – 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 for 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.

  • Pending reason – A short description or code that indicates why the change is not progressing.

Last modified on Apr 22, 2021
Cached at 12:31 AM on May 17, 2021 |

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