Overview
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Learn how to use JIRA Service Desk to set up SLAs, automate ticket handling, and log and track requests via customer portals.
Syllabus
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Introduction
- Welcome
- What you need to know
- JIRA instance setup
- 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
- 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
- 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
- Workflow overview
- Automation
- Custom rules
- ✓ Challenge: Correctly adjust a factory SD workflow
- ✓ Solution: Correctly adjust a factory SD workflow
- 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
- Next steps
