Atlassian JIRA Service Desk Basics Training

Course 1956

  • Duration: 1 day
  • Language: English
  • 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.

Atlassian JIRA Service Desk Basics Training Delivery Methods

  • In-Person

  • Online

Atlassian JIRA Service Desk Basics Training Course Benefits

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

Atlassian JIRA Service Desk Basics Training Outline

Prerequisites

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

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

Lessons

  • Overview and Introduction to JIRA Service Desk
  • Getting Help
  • The Customer Portal
  • Home Screen
  • Ticket Creation
  • Attachments
  • By Email Requests
  • Request Types
  • 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

Lessons

  • Service Desk Queues
  • 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

Lessons

  • Business Projects
  • Software Projects
  • Viewing Issues
  • Editing Issues
  • Attachments

Lab Exercises

  • Creating an Issue
  • Adding Attachments
  • Editing Issues

Lessons

  • Commenting on Issues
  • Sharing Issues
  • Mentions
  • Voting
  • Watching
  • Logging work
  • Labels
  • Clone/Move

Lab Exercises

  • Place an internal comment on an issue
  • Mention another user
  • Watch an issue

Lessons

  • Searching
  • Advanced Searching
  • Filters
  • SLAs
  • Service Desk Reports
  • JIRA Reports

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Atlassian JIRA Service Desk Basics 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.