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.

JIRA Service Desk adds an additional layer to a standard JIRA project, allowing for features like an external customer portal to log requests—which don't require additional licenses—and SLA tracking. In this course, instructor Robert Anthony shows JIRA administrators not only how to use these features, but how to customize options for the needs of their organization and structure, be it DevOps, manufacturing, or software development. Learn about portal design, configuring customer notifications and permissions, measuring success with SLAs, setting up automated workflows, and advanced reporting.

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

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