Jira Service Desk Administration

Jira Service Desk Administration

  • 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 for you?

This course is ideal for new Jira Application Administrators and those with the responsibility to define projects and configurations

Service desk leads will benefit from understanding the configurable behaviors available to them by request

Objectives & Outcomes

At the end of the Clearvision Atlassian Jira Advanced training course students will understand how Atlassian Jira can be tailored to meet their specific project and process needs.

Includes a more in-depth look at effective administration and configuration methods for the underlying architecture utilised by a Jira service desk.

Pre-Requisites

  • Access to laptop
  • Internet connection

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 signup 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 schemes

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 & 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 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. Queues

2. SLA’s

  • Creating SLA’s
  • Editing SLA’s

3. Reports

  • Report Overview
  • Creating New Reports
  • Editing Reports

4. Setting Up SLA’s

5. Customer Satisfaction

6. Knowledgebase

  • Link to Confluence

7. Branding

8. Approvals and Automations

Lab Exercises

1. Manage users

2. Resolve an Issue

3. Customize a customer portal

4. Create a request type

5. Create a queue

6. Create a report

7. Define a calender

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 a workflow schemes

8. Workflow sharing

Lab Exercises

1. Add states into 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​
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