JIRA Service Desk - Candylio - Jira, Confluence, Trello Vietnam

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

System settings
User and group management
Configuring global permissions
Project creation and configuration
Issue types
Workflows
Fields and screens
Project permissions and roles
Sharing project configurations
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

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