Atlassian JIRA Service Desk Administration Training

Level: Foundation
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This 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. The lab environment (an instance of JIRA Software) provides a practical working area to engage with. This enables you to benefit from seeing JIRA Software in action with real world settings and examples, translating the theory from the course into practical knowledge. This course is ideal for new JIRA Application Administrators and those with the responsibility to define projects and configurations (not service desk leads).

Key Features of this Atlassian JIRA Service Desk Administration Training:

  • After-course instructor coaching benefit
  • Learning Tree end-of-course exam included

You Will Learn How To:

  • tailor Atlassian JIRA to meet specific project and process needs
  • administer and configure methods for the underlying architecture utilised by a JIRA service desk.

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Atlassian JIRA Service Desk Administration Training Information

  • Requirements

    There are no formal prerequisites for this course.

Atlassian JIRA Service Desk Administration Training Outline

  • JIRA Concepts Overview

    Introduction

    Summary of Users and Groups

    Projects

    Service Desk projects

    Issues vs requests

    Schemes

    Audit logs

    Lab Exercises

    • Create a JIRA Project and project category ?Based on an existing configuration
    • Exploring the Interface
  • Users, Groups and Access

    Users and the User browser

    Customers, Agents and Collaborators

    Groups and the Group Browser

    Global permissions

    Service desk permissions

    Lab Exercises

    • Public signup and groups
    • Add new users and create/assign groups
    • Create a Project Role and a Permission Scheme
    • Set up an Issue security Scheme
  • The Simpler Schemes

    Issue Type Schemes

    Notification schemes

    Events

    Lab Exercises

    • Create a Notification schemes
    • Create an Issue Type Scheme
  • Fields

    Priorities and Resolutions

    Custom Fields

    New options in custom fields

    Field Configuration Schemes

    Field Configurations

    Re-Indexing & Index Recovery

    Mapping fields to the customer view

    Lab Exercises

    • Create a screen
    • Create a custom field
    • Apply to a screen
    • Create a field configuration scheme
    • Apply the field to a request type
    • Implement a screen scheme
    • Implement an issue type screen scheme
  • Screens

    Understanding Screen Schemes

    Screen Schemes

    Creating Screens

    Modifying Screens

    Lab Exercises

    • Modify screen contents
  • Service Desk Management

    User Management

    • Agent Creation
    • User Permissions
    • Customer Public Sign up

    Requests

    Request Types

    Customising Request Fields

    Queues

    SLAs

    • Creating SLAs
    • Editing SLAs

    Reports

    • Report Overview
    • Creating New Reports
    • Editing Reports

    Setting Up SLAs

    Customer Satisfaction

    Knowledgebase

    • Link to Confluence

    Branding

    Lab Exercises

    • Manage users
    • Resolve an Issue
    • Customize a customer portal
    • Create a request type
    • Create a queue
    • Create a report
    • Define a calender
    • Working with SLAs
  • Service Desk Workflows

    The visual workflow designer

    Planning workflows

    The Status Attribute

    Transitions

    Workflow Triggers

    Creating a workflow

    Creating a workflow schemes

    Workflow sharing

    Lab Exercises

    • Add states into a workflow
    • Configure screens on transitions
    • Using post functions and validators
    • Implementing workflow schemes
    • Putting it all together

Atlassian JIRA Service Desk Administration Training FAQs

  • Can I learn Atlassian JIRA Service Desk Administration Training online?

    Yes! We know your busy work schedule may prevent you from getting to one of our classrooms which is why we offer convenient online training to meet your needs wherever you want, including online training.

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