Jira Service Management Administration (Cloud)

Clearvision's Atlassian Jira Service Management Administration (Formerly Jira Service Desk) training course provides a deeper knowledge of the features and functionality.

About this course

Is this course right for me?

This Clearvision course is ideal for new Jira application administrators and those with the responsibility of defining projects and configurations.

Service Desk leads will benefit from understanding the configurable behaviours available to them on request.

Objectives and outcomes

By the end of this course, users will have a stronger understanding of how Jira can be tailored to meet specific needs relating to projects and processes.

The course includes an in-depth look at effective administration and configuration methods for the underlying architecture utilised by Jira Service Management (formerly Jira Service Desk).

Prerequisites

-Access to a laptop.

-Internet connection

Modules breakdown

Module Sections

1. Introduction

2. Summary of users and groups

3. Projects

4. Service Desk projects

5. Issues vs. requests

6. Schemes

7. Audit logs

Lab Exercises

1. Create a Jira project and project category

  • Based on an existing configuration

2. Exploring the interface

Module Sections

1. Users and the user browser

2. Customers, agents and collaborators

3. Groups and the group browser

4. Global permissions

5. Service Desk permissions (Roles)

Lab Exercises

1. Review Roles Access

2. Review Permission Scheme used

Module Sections

1. Project administration vs. global administration

2. Versions

3. Components

4. Queues

5. SLAs

6. Knowledgebase

7. Automations

 

Lab Exercises

1. Configure a project role and view a permission scheme

2. Set up an SLA

3. Configure the customer portal

4. Add an automation rule

Module Sections

1. Issue type schemes

2. Notification schemes

3. Events

Lab Exercises

1. Review a notification scheme

2. Update an Issue type scheme

Module Sections

1. Resolutions

2. Custom fields

3. New options in custom fields

4. Field configuration schemes

5. Field configurations

6. Mapping fields to the customer view

Lab Exercises

1. Create a screen

2. Create a custom field

3. Apply to a screen

4. Create a field configuration scheme

5. Apply the field to a request type

6. Implement a screen scheme

7. Implement an Issue type screen scheme

Module Sections

1. Understanding screen schemes

2. Screen schemes

3. Creating screens

4. Modifying screens

Lab Exercises

1. Modify screen contents

Module Sections

1. The visual workflow designer

2. Planning workflows

3. The status attribute

4. Transitions

5. Workflow triggers

6. Creating a workflow

7. Creating workflow schemes

8. Workflow sharing

Lab Exercises

1. Add states to a workflow

2. Configure screens on transitions

3. Using post functions and validators

4. Implementing workflow schemes

5. Putting it all together

“The theory and practical was brilliant, and it was just the right length.”

Anon - Salmon Ltd​

Download our training brochure

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