420.2.3・Agent Facing Features 19%
Features 開關
Features 頁決定 service project 有哪些能力。考你依團隊需求判斷該開什麼，以及 incident 相關功能的對應設定。
官方考綱原文（這一節會考的範圍）
- Toggle features on and off from the Feature tab.在 Features 頁開關功能
- Enable the board and calendar to enhance visibility of work.開啟 board 與 calendar
- Describe when to enable service requests, incidents, problems, changes, and post-incident reviews.說明何時開各種 work category
- Manage alert notifications through on-call rotations, scheduling features, and alert escalations.透過 on-call、排班與 escalation 管理 alert 通知
- Coordinate incident response with chat tools.用 chat 工具協調 incident 處理
- Assign alert priorities to incident priorities.對應 alert 與 incident priority
- Test new features in the Feature lab.在 Feature lab 試用新功能
3 分鐘速覽
Features 頁：要用什麼功能自己開
- 位置Space settings → Features：用開關啟用或停用功能。
- Board 與 calendar考綱寫在 Feature tab；現行 Cloud 改在 queue 上用 Add to navigation 加 board、calendar view（Jira admin 或 space admin）。
- Work categoriesService requests、Incidents、Problems、Changes、Post-incident reviews；決定側欄分區與 request type 分類。
- 方案限制Problem、Change、major incident、post-incident review 只有 Premium／Enterprise（2024/10/16 起）。
- Alerts、On-call 任何 project 都能開；Services 只有 ITSM project在非 ITSM project 開這些要 Jira admin。
- Feature labFeatures 頁最下方，試用尚未正式發布的功能。
資料來源（5）有疑慮時點開看官方原文
- Add or remove a view from your queue
You need to be a Jira or space admin to add or remove views from your queues.
- What are work categories?
These categories are pre-built into the IT service management template, but they can also be added to any of your projects through the Features page.
- Updating your incident, problem, and change management capabilities
After this point, only Premium and Enterprise plans will have access to these capabilities.
- Add Services, Alerts, and On-call to your sidebar
You need to be a Jira admin to enable these features for your service space.
- What is the feature lab?
Check out the feature lab by heading to Project settings, then Features, and scrolling down to the section titled Feature lab.
Work categories
什麼時候開哪一種
| Work category | 處理什麼 | 什麼時候開 |
|---|---|---|
| Service requests | 例行請求：申請權限、借設備、問問題 | 幾乎都要；IT、HR、Facilities 都適用 |
| Incidents | 服務中斷或品質下降，要盡快恢復 | 有營運服務、需要 on-call 處理事故 |
| Problems | 找出一再發生的 incident 的根本原因 | 同類 incident 重複發生，要做根本原因分析（Premium 以上） |
| Changes | 要審核、排程、評估風險的變更 | 部署、設定變更要 CAB 核准、需要 change calendar（Premium 以上） |
| Post-incident reviews | 事故後檢討 | 重大事故後要留紀錄與改善項目（Premium 以上） |
降級時不掉資料
官方：從 Premium 降到 Standard 時資料不會遺失；Changes、Problems、PIR 的 request type 變成 Unassigned，work item 移到 All queues。
資料來源（5）・1 點無官方原文有疑慮時點開看官方原文
- 找不到官方原文：Changes 要 CAB 核准存檔的官方文件沒有提到 CAB；change calendar 的部分有依據。
- What are work categories?
Service requests are requests for information, access to a service, or for something new to be provided.
- What are work categories?
Incidents are unplanned events that disrupt or reduce the quality of your service (or threaten to do so).
- What are work categories?
Requests in the Problems category aim to identify and eliminate the root causes of an incident.
- What are work categories?
Changes include anything involving organizational changes to IT infrastructure, such as rolling out new services or upgrading software.
- What are work categories?
Post-incident reviews bring people and teams together to discuss the details of an incident
開關
Features 頁能開什麼
| 功能 | 效果 | 注意 |
|---|---|---|
| Board／Calendar（考試版） | 在 queue 加 board、calendar view；board 欄位對應 status，calendar 依日期欄位排 | 現行：queue 上 Add to navigation（Jira admin 或 space admin）；calendar 要把日期欄位放進 request type |
| Alerts | 接收監控工具的 alert、通知 on-call | 所有 project 類型都能開 |
| On-call | 排班、rotation、escalation | 所有 project 類型都能開 |
| Services | 服務登錄、Affected services 欄位 | 只有 ITSM project |
| Customer and organization profiles | Detail fields、依 customer 建 queue／SLA | 見 420.1.2 |
| Feature lab | 試用新功能 | 可能改變或不會正式推出 |
資料來源（5）有疑慮時點開看官方原文
- Add or remove a view from your queue
You can add a board or calendar to any of your queues to manage and visualize your work in the way that works best for your team.
- Show work items on the calendar
To make sure your work items appear on the calendar you’ll need to add your chosen date fields to your request types, and then fill them out for each work item.
- Add Services, Alerts, and On-call to your sidebar
Alerts and On-call can be enabled for all space types.
- Create queues based on customer or organization details
To use this feature, turn on Customer and organization profiles on the Features page in Space settings.
- What is the feature lab?
They’re works in progress – so features may not work as expected, may be changed or updated more often than usual, and in rare cases might break.
Incident 協作
Alert 與 incident 的 priority、chat 工具
- Alert priority：P1 Critical、P2 High、P3 Moderate、P4 Low、P5 Informational。Priority 提高時通知流程會重新開始。
- 對應 incident priority：Space settings → Operations → Incident management → Assign alert priorities。預設前 5 個 incident priority 對應 P1–P5；新增的 incident priority 對應最低的 P5。這個對應由 Jira admin 在全域設定，會影響所有使用 incident management 的 project。
- Responder alerts：有人被指派、被加成 responder、或是受影響服務的 owner 時會自動建 alert；建議把 Responders 欄位加進 incident 的 request type。
- Chat 工具（incident 協作）：從 incident 建立 Slack／Teams 頻道、自動加入 responder、在頻道裡更新與摘要；屬於 Premium 的進階 incident 功能。
- Chat 提單（另一件事）：在 Space settings → Channels & self service → Chat 設定，讓 customer 從 Slack／Teams 提單；Restricted channel access 也擋不住 chat 提單。
資料來源（5）有疑慮時點開看官方原文
- What are alert priorities?
When the alert priority is updated, the notification flow for that alert will restart if the new priority is higher than the previous priority level.
- What are alert priorities?
By default, the top 5 alert priorities will be assigned to the top 5 incident priorities
- What are alert priorities?
Alerts will automatically be created when someone is assigned, added as a responder or owns a service on the incident.
- Use chat and video tools to resolve incidents as a team
Jira Service Management’s integrations with Slack, Microsoft Teams, and Zoom let your team respond faster and collaborate during incidents.
- Change project customer permissions
When channel access is restricted, users can still raise request by chat such as Slack and Microsoft teams.
易錯觀念
考題愛用的錯誤說法
Standard 方案也能用 change management 與 problem management。
2024/10/16 起只有 Premium／Enterprise。
Services 可以在任何類型的 service project 開。
只有 ITSM project；Alerts、On-call 才是所有類型都能開。
Feature lab 的功能一定會正式推出。
可能改變、可能不推出。
降級到 Standard 會刪掉 change request。
資料不會遺失，request type 變 Unassigned、work item 移到 All queues。
Alert priority 一定等於 incident priority。
可以不同；用 Assign alert priorities 對應。
資料來源（6）有疑慮時點開看官方原文
- Updating your incident, problem, and change management capabilities
After this point, only Premium and Enterprise plans will have access to these capabilities.
- Add Services, Alerts, and On-call to your sidebar
Alerts and On-call can be enabled for all space types.
- What is the feature lab?
If our customers don’t love it, or a feature doesn’t add sufficient value, we may not permanently release it into Jira Service Management.
- Updating your incident, problem, and change management capabilities
No data will be lost with the removal of major incident, post-incident review, problem, and change management capabilities from Jira Service Management Free & Standard.
- Updating your incident, problem, and change management capabilities
Request types associated with Changes, Problems and Post-incident reviews work categories will become unassigned, and all work items of these request types will move into the “All Queues” section in the space navigation.
- What are alert priorities?
Alerts can have the same, or a different level of priority as the incident so that you can control what alerts are sent for each of your priorities
動手做
實作 Lab：逛 Features 頁，替 queue 加 board 與 calendar
第一次做 Lab？先看 Lab 環境準備：用測試站台、準備測試帳號。畫面名稱可能隨 Atlassian 更新而不同，以下以現行畫面為準。
目標：找出 Features 頁的開關與 Feature lab，在 queue 上加 board、calendar view，並看 work categories 與 alert priority 的對應在哪裡。
這個 Lab 對應的考點
Problem、Change、post-incident review 要 Premium／Enterprise；Alerts、On-call 所有 project 類型都能開，Services 只有 ITSM；Feature lab 的功能可能不會正式推出；alert priority 對應 incident priority。
步驟
- 你應該看到：一列一個開關；最下方有 Feature lab 區，列出可以試用的新功能。
- 你應該看到：通常會看到依 work category 分區的 queue：Service requests、Incidents、Problems、Changes、Post-incident reviews（Premium 才有後三個）。
- 你應該看到：每個 request type 屬於一個 work category；Problem、Change 的 request type 在各自的分類下。
- 你應該看到：Queue 上方多了 Board 分頁；預設三欄，對應 To do、In progress、Done。
- 你應該看到：可以調整欄位與 status 的對應，也能改卡片顏色、swimlane。
- 你應該看到：只填 due date 的出現在當天；只填 start date 的不會出現。日期欄位要先放進 request type 才能填。
- 你應該看到：每個 incident priority 對應一個 alert priority（P1–P5）；預設前 5 個 incident priority 對到 P1–P5。這是全域設定，改了會影響所有 project。
試試看：改一個設定，觀察差異
T1（想像，不實際做）站台從 Premium 降到 Standard。看結果
Problems、Changes、PIR 的資料不會遺失；它們的 request type 變成 Unassigned，work item 移到 All queues。
T2在 Feature lab 打開一個試用功能，看側欄或 request 有什麼變化，再關掉。看結果
功能出現或消失。Feature lab 的功能可能改變、偶爾會壞、也可能不正式推出。
T3（想像，不實際做）在一個非 ITSM 範本的 service project 打開 Features。看結果
Alerts、On-call 可以開（要 Jira admin）；Services 沒有，它只給 ITSM project。
心像錨點：閉上眼睛想一次這個畫面
Features 頁：一排開關，最底下是 Feature lab。Queue 標題下方 List 旁邊那顆 Add to navigation，按一下長出 Board、Calendar 分頁。後三個 category 要 Premium。
收尾
- 移除練習加的 Board、Calendar view（滑到分頁上 → More actions → Remove）。
- Feature lab 的試用功能關掉；清掉練習填的日期。
資料來源（4）有疑慮時點開看官方原文
- Add Services, Alerts, and On-call to your sidebar
Alerts and On-call can be enabled for all space types.
- What is the feature lab?
heading to Project settings, then Features, and scrolling down to the section titled Feature lab
- Add or remove a view from your queue
You need to be a Jira or space admin to add or remove views from your queues.
- What are alert priorities?
From your service space, select Space settings, then Operations, then Incident management.
一分鐘腦內整理
讀完了？用這張收攏整節
五個 category：請、斷、根、變、檢Service request、Incident、Problem、Change、PIR。
後三個要 PremiumProblem、Change、PIR。
什麼時候開哪一種
- 一般請求→Service requests；中斷→Incidents；根因→Problems；變更→Changes；事後→PIR。
Features 頁能開什麼
- Services 只有 ITSM project；Alerts、On-call 都可以。
Alert 與 incident 的 priority、chat 工具
- Alert P1–P5；可以跟 incident priority 不同。
- Priority 變高，通知流程重來。
本節練習
做題
題目載入中…
官方來源（本節依據）
本教材為原創整理，非 Atlassian 官方出版品；題目皆為原創，不含第三方題庫題幹。考試沿用 project／issue 等用語，現行 Jira Service Management 已改稱 space／work item；customer 端仍叫 request。