Duration
1 day
Outline
Basic Concepts
This module enables you to
- Define the purpose of JIRA Service Desk
- Understand the main Service Desk concepts
- Understand how to create a new Service Desk
The Customer Portal
This module enables you to understand
- Design a customer portal
- Use request types to create/edit forms
- Customize the look and feel
- Link Confluence to the Customer Portal for Knowledge Base Integration
- Enable email integration so portal customers can send emails to create Service Desk tickets
- Understand Service Desk Notification Schemes
Managing People
This module will enable you to:
- Understand the different roles in JIRA Service Desk
- Add agents to your Service Desk
- Understand how to specify customers
- Configure public sign up on the customer portal
- Add other Service Desk Team members
- Understand the value of Participants
Work Queues
This module will enable you to:
- View and work issues through queues
- Understand the out-of-the-box queues
- Editing existing queues
- Create new queues
Service Level Agreements
This module will enable you to understand how to:
- Define Service Level Agreements
- Monitor Service Level Agreements in Service Desk
- Create Service Level Agreements in Service Desk
- Modify Calendars
Reporting
This module will enable you to:
- Understand various Service Desk out-of-the-box reports
- Understand the parts of a custom report
- Understand Series in a report
- Use JQL to filter data in custom reports
- Create a new custom report
- Use other JQL functions to find SLA data
Using JIRA Service Desk Effectively
The purpose of this module is to
- Understand and setup Workflow Approvals
- Understand Automation and auto approvals
- Customize email templates for customer notifications
- Use canned responses to save time on replies
Getting Started Quickly
- Hands-on
Summary of Terms
Further Information
Discussion with Instructor
Programme scope, delivery arrangements and suitability are confirmed during enquiry.