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Atlassian JIRA Service Desk Basics Training
Level: Foundation
Rating:
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This Atlassian JIRA Service Desk Basics training course provides an understanding of the features and functionality of Service Desk for JIRA. The lab environment (an instance of JIRA with JIRA Service Desk) provides a practical working area to engage with. This enables you to benefit from seeing JIRA Service Desk in action within real world settings and examples, translating the theory from the course into practical knowledge. This course is ideal for those users who are new to JIRA Service Desk, or those with no previous experience with JIRA.
Key Features of this Atlassian JIRA Service Desk Basics Training:
- After-course instructor coaching benefit
- Learning Tree end-of-course exam included
You Will Learn How To:
- Apply the features and functionality of Service Desk for JIRA.
Choose the Training Solution That Best Fits Your Individual Needs or Organisational Goals
TRAINING AT YOUR SITE
Team Training
- Bring this or any training to your organisation
- Full - scale program development
- Delivered when, where, and how you want it
- Blended learning models
- Tailored content
- Expert team coaching
Save More on Training with Learning Tree Training Vouchers!
Our flexible, easy-to-redeem training vouchers are available to any employee within your organisation. For details, please call 0800 282 353 or chat live.
Team Training
Atlassian JIRA Service Desk Basics Training Information
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Recommended Experience
A basic knowledge of Windows interfaces is recommended prior to attending this course.
Atlassian JIRA Service Desk Basics Training Outline
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JIRA Key Concepts
Introduction to JIRA
- Issues
- Requests
- Projects
- Workflows
Lab Exercises
- Access the training environment
- Sign up as a customer
- Sign up as a collaborator
- Sign up as an agent
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The Customer View
Overview and Introduction to JIRA Service Desk
- Getting Help
The Customer Portal
Home Screen
Ticket Creation
- Attachments
- By Email Requests
Request Types
My Requests
Ticket Interactions
- Knowledge Base
Lab Exercises
- Navigate the customer portal
- Sign up for a service desk
- Open a request
- View request status
- Add an attachment
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The Agent View
Service Desk Queues
- Overview
Ticket Activities
- Raise requests on behalf of a customer
- Ticket Appearance
- Ticket Participants
Workflow and Status
Reporting
Lab Exercises
- Using the service desk queues
- View your own assigned tickets
- Respond to a request
- Action a request
- View request status
- View your performance
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The JIRA View
Business Projects
Software Projects
Viewing Issues
Editing Issues
Attachments
Lab Exercises
- Creating an Issue
- Adding Attachments
- Editing Issues
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Collaboration
Commenting on Issues
Sharing Issues
Mentions
Voting
Watching
Loging work
Labels
Clone/Move
Lab Exercises
- Place an internal comment on an issue
- Mention another user
- Watch an issue
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Searching and Reporting
Searching
Advanced Searching
Filters
SLAs
Service Desk Reports
JIRA Reports
Atlassian JIRA Service Desk Basics Training FAQs
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Can I learn Atlassian JIRA Service Desk Basics 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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