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#1952
Atlassian JIRA Service Desk Administration Training
Course 1952
- Duration: 1 day
- Language: English
- Level: Intermediate
This 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. The lab environment (an instance of JIRA Software) provides a practical working area to engage with. This enables you to benefit from seeing JIRA Software in action with real-world settings and examples, translating the theory from the course into practical knowledge. This course is ideal for new JIRA Application Administrators and those with the responsibility to define projects and configurations (not service desk leads).
Atlassian JIRA Service Desk Administration Training Delivery Methods
In-Person
Online
Atlassian JIRA Service Desk Administration Training Course Benefits
Tailor Atlassian JIRA to meet specific project and process needs
Administer and configure methods for the underlying architecture utilised by a JIRA service desk.
Atlassian JIRA Service Desk Administration Training Outline
Lessons
- Introduction
- Summary of Users and Groups
- Projects
- Service Desk projects
- Issues vs requests
- Schemes
- Audit logs
Lab Exercises
- Create a JIRA Project and project category based on an existing configuration
- Exploring the Interface
Lessons
- Users and the User browser
- Customers, Agents and Collaborators
- Groups and the Group Browser
- Global permissions
- Service desk permissions
Lab Exercises
- Public signup and groups
- Add new users and create/assign groups
- Create a Project Role and a Permission Scheme
- Set up an Issue Security Scheme
Lessons
- Issue Type Schemes
- Notification schemes
- Events
Lab Exercises
- Create a Notification scheme
- Create an Issue Type Scheme
Lessons
- Priorities and Resolutions
- Custom Fields
- New options in custom fields
- Field Configuration Schemes
- Field Configurations
- Re-Indexing & Index Recovery
- Mapping fields to the customer view
Lab Exercises
- Create a screen
- Create a custom field
- Apply to a screen
- Create a field configuration scheme
- Apply the field to a request type
- Implement a screen scheme
- Implement an issue type screen scheme
Lessons
- Understanding Screen Schemes
- Screen Schemes
- Creating Screens
- Modifying Screens
Lab Exercises
- Modify screen contents
Lessons
User Management
- Agent Creation
- User Permissions
- Customer Public Sign up
Requests
Request Types
Customising Request Fields
Queues
SLAs
- Creating SLAs
- Editing SLAs
Reports
- Report Overview
- Creating New Reports
- Editing Reports
Setting Up SLAs
Customer Satisfaction
Knowledgebase
- Link to Confluence
Branding
Lab Exercises
- Manage users
- Resolve an Issue
- Customize a customer portal
- Create a request type
- Create a queue
- Create a report
- Define a calender
- Working with SLAs
Lessons
- The visual workflow designer
- Planning workflows
- The Status Attribute
- Transitions
- Workflow Triggers
- Creating a workflow
- Creating a workflow schemes
- Workflow sharing
Lab Exercises
- Add states into a workflow
- Configure screens on transitions
- Using post functions and validators
- Implementing workflow schemes
- Putting it all together
Questions about this course?
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Atlassian JIRA Service Desk Administration 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.