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Atlassian JIRA Service Desk Basics



Course Number



1 Day
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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.

You Will Learn How To

  • apply the features and functionality of Service Desk for JIRA.

Important Course Information

  • Recommended Experience

    A basic knowledge of Windows interfaces is recommended prior to attending this course.

Course Outline

  • 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
  • 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
  • The Agent View

Service Desk Queues

  • Overview

Ticket Activities

  • Raise requests on behalf of a customer
  • Ticket Appearance
  • Ticket Participants

Workflow and Status


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
  • The JIRA View

Business Projects

Software Projects

Viewing Issues

Editing Issues


Lab Exercises

  • Creating an Issue
  • Adding Attachments
  • Editing Issues
  • Collaboration

Commenting on Issues

Sharing Issues




Loging work



Lab Exercises

  • Place an internal comment on an issue
  • Mention another user
  • Watch an issue
  • Searching and Reporting


Advanced Searching



Service Desk Reports

JIRA Reports

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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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