リクエストタイプを設定する

リクエストタイプのフィールドをカスタマイズ

リクエストタイプに表示されるフィールドと詳細は課題タイプに設定されたフィールドに紐づいています（リクエストタイプが紐づく課題タイプ） 

You use the Fields tab on the Customer Portal to change the default JIRA field names to more customer friendly language. For example, the "Summary" field appears as "What do you need?" for customers. 

You can also keep fields hidden but available on the request type so that their value can be used for other processes. For more details about how different types of fields work in JIRA Service Desk, see Hidden fields and unsupported fields.

課題タイプに必要なフィールドがない場合は、リクエストタイプが紐づく JIRA 課題タイプにフィールドを追加する必要があります。課題タイプが複数の画面スキームを使用している場合、新しいフィールドは作成画面で利用可能になります。フィールドと画面の設定を参照してください。

リクエストタイプのワークフロー ステータスをカスタマイズ

JIRA Service Desk uses the workflow associated with the request's issue type for the flow of the request.

You can re-map the default workflow statuses to more customer friendly statuses that will appear for customers, and you can also map multiple statuses to a single customer status to simplify the appearance of the workflow. Use the Workflow Statuses tab on the Customer Portal designer to customize the workflow that customers will see. 

Only changes between these customer-visible 'status names' will be reflected in the Customer Portal and its notifications (e.g. a transition between two workflow statuses can be hidden on the Portal by giving them the same 'status name'). Customers receive email notifications when they raise a request through the Customer Portal, when their request is resolved, when another user comments on their request, and when there is a change in the 'status name'.

When an issue is created through the Customer Portal, JIRA Service Desk suppresses emails that would be sent to the reporter by the project's notification scheme. In this case the issue reporter is also prevented from becoming an auto watcher on the issue to prevent duplicate notifications.

If you need to change the workflow of a request, you must edit the workflow associated with the service desk project. You can find this workflow on the project administration section of the service desk project.

非表示にするフィールドと非サポート対象のフィールド

Each request type in a service desk is based on a JIRA issue type. Every JIRA issue type has a set of allowed (and possibly required) fields associated with it. As you set up the request type, you can choose to include fields that are hidden on the Customer Portal but still provide a value to assist with your internal processes and reporting. For example, you might want to set the value of the "Label" field as "hardware" for the "Request new hardware" request type, and set the value as "software" for the "Request new software" request type.

課題タイプに使用されているフィールドの中にはカスタマーポータルでの使用にはサポート対象とならないものがあります：リクエストタイプにこのようなフィールドがある場合は、自動的に規定値のある非表示フィールドセクションに追加され、ここに値を設定するよう求められます。

Other fields aren't supported for use in JIRA Service Desk.

これらのフィールドにリクエストタイプと規定値を追加することはできますが、カスタマーポータルで表示させることはできません：

• 担当者
• 紐づく課題
• JIRA の他のアドオンで定義されたフィールド

以下のタイプのフィールドはリクエストタイプに追加できません。また、「フィールドの追加」ダイアログに表示されません：

• 課題タイプ
• ログ
• 報告者
• セキュリティレベル
• タイム トラッキング

How notifications work for a service desk project - versions 1.2.6 and later

2 つの設定は、通知がサービスデスクプロジェクトに与える影響に影響します。

• The Notifications setting for JIRA Service Desk at the system level. When this setting is enabled, JIRA Service Desk notifications overwrite the JIRA notification scheme that is associated with the project for notifications that are sent to customers, (i.e. issue reporters through the Customer Portal). This means that when the JIRA Service Desk setting is enabled, JIRA Service Desk controls the notifications for customers and the JIRA notification scheme controls the notifications for the other JIRA users. When the JIRA Service Desk setting is disabled, the JIRA notification scheme takes effect for all users. 
• プロジェクトと関連付けられたJIRA 通知スキーム。 

The following table explains how notifications work. 

How notifications work for a service desk project - versions before 1.2.6

2 つの設定は、通知がサービスデスクプロジェクトに与える影響に影響します。

• The Notifications setting for JIRA Service Desk at the system level. When this setting is enabled, JIRA Service Desk notifications overwrite the JIRA notification scheme that is associated with the project for notifications that are sent to issue reporters. Reporters receive email notifications when the following events happen:

• • カスタマーポータルを通じてリクエストを行ったとき 
  • リクエストが解決されたとき 
  • 別のユーザーがリクエストにコメントしたとき 
  • "ステータス名" が変更された場合
• The JIRA notification scheme that is associated with the project. If the project has no associated JIRA notification scheme, no notifications are sent. 
  • If the Notifications setting for JIRA Service Desk is enabled, the JIRA notification scheme takes effect for all of the other events and the other users. 
  • If the Notifications setting for JIRA Service Desk is disabled, the JIRA notification scheme works as defined. 

Notes on service desk notifications - versions before 1.2.6

When the Notifications setting for JIRA Service Desk at the system level is enabled, take note of the following: