Learning JIRA Service Desk

Course details

JIRA Service Desk adds an additional layer to a standard JIRA project, allowing for features like an external customer portal to log requests—which don't require additional licenses—and SLA tracking. In this course, instructor Robert Anthony shows JIRA administrators not only how to use these features, but how to customize options for the needs of their organization and structure, be it DevOps, manufacturing, or software development. Learn about portal design, configuring customer notifications and permissions, measuring success with SLAs, setting up automated workflows, and advanced reporting.

Learning objectives
What is JIRA Service Desk?
Creating requests and groups in the customer portal
Creating new queues
Linking to the knowledge base
Configuring incoming email requests
Adding automation with workflows
Creating an SLA
Reporting

Concepts

0. Introduction

01 - Welcome
02 - What you need to know
03 - JIRA instance setup

1. Overview of JIRA Service Desk

04 - What is JIRA Service Desk
05 - JIRA Service Desk example
06 - Overview of administrator features
07 - Agents vs. users vs. customers
08 - ✓ Challenge - Create a new agent in Service Desk
09 - ✓ Solution - Create a new agent in Service Desk

2. The Customer Portal and Notifications

10 - Overview of the customer portal
11 - Creating requests and groups
12 - Customer notifications
13 - ✓ Challenge - Create a new Service Desk project
14 - ✓ Solution - Create a new Service Desk project

3. Service Desk Administration

15 - Customer permissions
16 - Queues
17 - Linking to a knowledge base
18 - Email requests and satisfaction settings
19 - ✓ Challenge - Create a new customer portal with groups and requests
20 - ✓ Solution - Create a new customer portal with groups and requests

4. Service Desk Workflows

21 - Workflow overview
22 - Automation
23 - Custom rules
24 - ✓ Challenge - Correctly adjust a factory SD workflow
25 - ✓ Solution - Correctly adjust a factory SD workflow

5. SLAs and Notifications

26 - What are SLAs
27 - Creating an SLA
28 - Reporting
29 - ✓ Challenge - Create a new SLA against one of your requests
30 - ✓ Solution - Create a new SLA against one of your requests

Conclusion

31 - Next steps