JIRA Service Desk 1.0 Documentation
Each service desk you create with JIRA Service Desk is based on a JIRA project. If you have multiple teams within your business that respond to different types of requests, you'll likely want to manage these in separate projects (for example, an IT project, a office & supplies project, etc.). Each service desk can be designed to meet the specific needs for both the service desk team who manages the requests and the customers who make them.
サービスデスクをセットアップする場合、以下のいずれかを実行できます:
JIRA サービスデスクを使用すると、JIRA のパワーをサポートエージェントに与えることができます(例: 複雑なワークフローでリクエストを動かすことを許可する)。ただし、カスタマーポータルでは、顧客によりシンプルな体験を示すことができます。つまり、カスタマーポータルでは、JIRA のコンポーネントを、顧客が見て理解する情報にマッピングさせることができます。
各JIRA サービスデスクプロジェクトは、JIRA プロジェクトに基づいています。サービスデスク内のリクエストタイプは JIRA 課題タイプに基づいています。
You use the Customer Portal screen to map request types to issue types and to customize how request types appear for customers. You also use this screen to add new request types or remove ones you don't need. For more information on designing a Customer Portal, see Customer Portal.
The workflows and fields associated with an issue type can also be customized on the Customer Portal. See Customizing the fields on a request type and Customizing the workflow status for a request type for more information.
Because service desks are built upon JIRA projects, you must have JIRA project administration permissions in order to set up and administer a service desk. The project administration permission allows you to manage service desk functionality like setting up new queues, creating SLAs, and generating reports. As an administrator, you must also have all the permissions required for your service desk team members and customers (see table below) in order to see all the functionality they'll be using.
For any users (both service desk team members and customers) you want to work with a service desk, there are a few permissions that you can assign. Some permissions are required for users to be able to use the service desk. Others are optional and depend on the features you'll use in request forms and whether you want your service desk members and customers to set certain fields:
権限 | Recommended for agents? | Recommended for customers? |
---|---|---|
Create Issues (This permission gives users the ability to create issues in a Customer Portal) | はい | はい |
Browse Projects (This permission gives users read-only access to the Queues, Reports, SLA, and Customer Portal tabs in JIRA, as well as access to the project's Customer Portal) | はい | はい |
課題のスケジュール | はい | いいえ |
コメントの追加 | はい | Yes - If you want customers to be able to add comments after they have submitted a request |
添付ファイルの作成 | はい | Yes - If you want customers to be able to add an attachment when they create a request or add an attachment to the request after it's been submitted |
さらに、サービスデスクプロジェクトで課題セキュリティスキームを使用する場合、サービスデスクのユーザーが課題を表示できるように設定されていることを確認します。そのように設定されていない場合、カスタマーは課題を作成しても、作成後にその課題を表示できない可能性があります。
JIRA Service Desk does not differentiate between different types of users. Each user of JIRA Service Desk must have a license to use JIRA; this includes customers who use the Customer Portal to submit requests. Users must be logged in with their JIRA credentials in order to submit requests through the Customer Portal. For further explanation on licensing, you may wish to read the first comment on this blog post.