Learning JIRA Service Desk

Learn how to use JIRA Service Desk to set up SLAs, automate ticket handling, and log and track requests via customer portals.

Introduction

• Welcome
• What you need to know
• JIRA instance setup

1. Overview of JIRA Service Desk

• What is JIRA Service Desk?
• JIRA Service Desk example
• Overview of administrator features
• Agents vs. users vs. customers
• ✓ Challenge: Create a new agent in Service Desk
• ✓ Solution: Create a new agent in Service Desk

2. The Customer Portal and Notifications

• Overview of the customer portal
• Creating requests and groups
• Customer notifications
• ✓ Challenge: Create a new Service Desk project
• ✓ Solution: Create a new Service Desk project

3. Service Desk Administration

• Customer permissions
• Queues
• Linking to a knowledge base
• Email requests and satisfaction settings
• ✓ Challenge: Create a new customer portal with groups and requests
• ✓ Solution: Create a new customer portal with groups and requests

4. Service Desk Workflows

• Workflow overview
• Automation
• Custom rules
• ✓ Challenge: Correctly adjust a factory SD workflow
• ✓ Solution: Correctly adjust a factory SD workflow

5. SLAs and Notifications

• What are SLAs?
• Creating an SLA
• Reporting
• ✓ Challenge: Create a new SLA against one of your requests
• ✓ Solution: Create a new SLA against one of your requests

Conclusion

• Next steps