Atlassian JIRA Service Desk Basics Training

Level: Foundation
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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.

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Atlassian JIRA Service Desk Basics Training Information

  • Recommended Experience

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

Atlassian JIRA Service Desk Basics Training 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

    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
  • The JIRA View

    Business Projects

    Software Projects

    Viewing Issues

    Editing Issues

    Attachments

    Lab Exercises

    • Creating an Issue
    • Adding Attachments
    • Editing Issues
  • 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
  • Searching and Reporting

    Searching

    Advanced Searching

    Filters

    SLAs

    Service Desk Reports

    JIRA Reports

Atlassian JIRA Service Desk Basics Training FAQs

  • 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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