Jira Service Management Administration (Server)
- 1 Day
- Classroom, Webinar
Clearvision's 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.
About this course
Is this course right for me?
This course is ideal for new Jira application administrators and those with the responsibility of defining projects and configurations.
Service Desk leads can benefit from understanding the configurable behaviours on request.
Objectives and outcomes
By the end of this course, students will understand how Jira can be tailored to meet the specific needs of projects and processes.
Includes an in-depth look at effective administration and configuration methods for the underlying architecture utilised by Jira Service Management.
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
6. Customer public sign-up
Lab Exercises
1. Public sign-up and groups
2. Add new users and create/assign groups
Module Sections
1. Project administration vs. global administration
2. Versions
3. Components
4. Access control
- Project roles
- Permission schemes
- Issue security schemes
Lab Exercises
1. Create a project role and a permission scheme
2. Set up an issue security scheme
Module Sections
1. Issue type schemes
2. Notification schemes
3. Events
Lab Exercises
1. Create a notification scheme
2. Create an issue type scheme
Module Sections
1. Priorities and resolutions
2. Custom fields
3. New options in custom fields
4. Field configuration schemes
5. Field configurations
6. Re-indexing and index recovery
7. 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 schemer
Module Sections
1. Understanding screen schemes
2. Screen schemes
3. Creating screens
4. Modifying screens
Lab Exercises
1. Modify screen contents
Module Sections
1. Queues
2. SLAs
- Creating SLAs
- Editing SLAs
3. Reports
- Reports overview
- Creating new reports
- Editing reports
4. Setting up SLAs
5. Customer satisfaction
6. Knowledgebase
- Link to Confluence
7. Branding
8. Approvals and automations
Lab Exercises
1. Manage users
2. Resolve an Issue
3. Tailor a customer portal
4. Create a request type
5. Create a queue
6. Create a report
7. Define a calendar
8. Working with SLAs
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
Our Atlassian training courses were designed for users of all abilities, to equip teams with the skills for success. Clearvision’s Atlassian training covers the full software development lifecycle – and includes collaboration strategies and project management techniques. Download a brochure and learn more about Atlassian training.
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