• JIRA Service Desk Basics

    At the end of this course, users will be able to carry out administrative tasks and comprehend key concepts for JIRA Service Desk.

    1 Day

    Here you learn the most important tasks to set up a new JIRA instance (JIRA Software, JIRA Core or JIRA Service Desk). You get hands-on experience performing the administration tasks that are common to all three JIRA applications. Topics include a solid introduction to the following areas of JIRA Administration: user management, global and project permissions, project roles, and the configuration of issue types, workflows, and screens. You also learn how to share project configuration by taking advantage of the power of schemes. The course includes a variety of business use cases to assist you in understanding JIRA administration, and best practices are emphasized for each topic.

    Level

    Introductory to Intermediate

    Suggested Prerequisite

    • JIRA Essentials course or equivalent experience using JIRA - you should have a basic understanding of projects, issues, issue types, and workflow
    • You should know the basics of using the JIRA application(s) you have - JIRA Software, JIRA Service Desk, and/or JIRA Core
    • Optional - Getting Started with JIRA Software course - if you use JIRA Software

    Course Objectives

    After attending this course, attendees should be able to:

    • Configure system settings

    • Set up users and groups

    • Configure global permissions

    • Create and configure projects

    • Create issue types

    • Update workflows

    • Edit fields and screens

    • Configure project permissions and roles

    • Share project configurations

    High level topics

    1. System settings
    2. User and group management
    3. Configuring global permissions
    4. Project creation and configuration
    5. Issue types
    6. Workflows
    7. Fields and screens
    8. Project permissions and roles
    9. Sharing project configurations
    10. Introduction to schemes
  • JIRA Service Desk Administration

    Atlassian JIRA Service Desk Administration training course provides a deeper knowledge of the features and functionality of JIRA Service Desk and how it can be tailored to specific needs.

    1 Day

    This course gives you a solid introduction to getting a service desk up and running using JIRA Service Desk. You'll get hands-on experience performing the most crucial configuration tasks to set up your service desk. Topics include configuring and branding your customer portal, creating queues and SLAs for your service team, linking a knowledge base, adding participants, and automating your service desk. The course includes a variety of business use cases to assist you in understanding JIRA Service Desk administration, and best practices are emphasized for each topic.

    Level

    Introductory to Intermediate

    Prerequisite

    • If you're solely responsible for setting up a JIRA Service Desk project, there are no prerequisites. 
    • If you're also responsible for setting up JIRA company-wide, you should have completed JIRA Administration Part 1 or have equivalent experience.

    Is this course for you?

    • Anyone responsible for setting up a JIRA Service Desk project which includes:

    • JIRA Administrators
    • Service Desk Administrators
    • Service Desk Managers
    • Team Managers
    • IT Managers

    Course Objectives

    After attending this course, attendees should be able to:

    • Create a service desk project
    • Set up request types
    • Create queues
    • Create service level agreement (SLA) metrics
    • Link your service desk to a Confluence knowledge base
    • Add an email account
    • Brand your customer portal and global help desk
    • Add agents, customers, and other JIRA users
    • Create and customize automation rules

    High level topics

    1. Introduction to JIRA Service Desk
    2. Creating a service desk
    3. Setting up request types for your customers
    4. Creating queues for your service teams
    5. Creating service level agreement (SLA) metrics
    6. Linking your service desk to a Confluence knowledge base
    7. Adding an email address to accept email requests from your customers
    8. Branding your customer portal and global help desk
    9. Adding agents, customers, and other JIRA users to your service desk
    10. Automating your service desk