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Atlassian JIRA Service Desk Administration

COURSE TYPE

Foundation

Course Number

1952

Duration

1 Day
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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).

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.

Course 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
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Exclusive Private Team Training Course

Enhance your team's effectiveness and boost productivity with this course, delivered privately to your organization or to any preferred location, including options for hybrid or all-virtual delivery via AnyWare.

This training course could be customized, and combined with other courses, to meet the specific needs of your team's training.

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