Atlassian JIRA Service Desk Administration Training

Course 1952

  • Duration: 1 day
  • Language: English
  • Level: Intermediate
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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).

Atlassian JIRA Service Desk Administration Training Delivery Methods

  • In-Person

  • Online

Atlassian JIRA Service Desk Administration Training Course Benefits

  • Tailor Atlassian JIRA to meet specific project and process needs

  • Administer and configure methods for the underlying architecture utilised by a JIRA service desk.

Atlassian JIRA Service Desk Administration Training Outline

Lessons

  • 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

Lessons

  • 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

Lessons

  • Issue Type Schemes
  • Notification schemes
  • Events

Lab Exercises

  • Create a Notification scheme
  • Create an Issue Type Scheme

Lessons

  • 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

Lessons

  • Understanding Screen Schemes
  • Screen Schemes
  • Creating Screens
  • Modifying Screens

Lab Exercises

  • Modify screen contents

Lessons

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

Lessons

  • 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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Atlassian JIRA Service Desk Administration Training FAQs

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.