Learn about what agents are, and how they are different from standard JIRA users.
- [Instructor] If you've used JIRA in the past,…you know that there are typically system admins,…project admins, and users.…With the addition of JIRA service desk another rank…gets added, the agent.…By default when a service desk project is spun up…it uses a different permission scheme…than a standard project, blocking access to anyone who…isn't an administrator or member of the service desk team.…Let's take a look at our permissions scheme.…As you can see most of the main interactions…are preformed by admins or service desk team members.…
You can give some basic permissions to your standard users.…Let me click on users and roles…for a second in this project.…As you can see I have my user, Lisa,…added in as a developer on this project.…So if I go back to permissions I can add the developer role…into the browse projects permission.…
Great.…Now I'm going to use user management to quickly log in as Lisa,…and now let's take a look at some of the existing tickets…within the NexTek project.…As you can see I can view the ticket but I have very…
- 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
Skill Level Intermediate
Atlassian JIRA: Installing and Administeringwith Sandra Toner2h 58m Intermediate
DevOps Foundations: Infrastructure as Codewith Ernest Mueller2h 6m Intermediate
1. Overview of JIRA Service Desk
2. The Customer Portal and Notifications
3. Service Desk Administration
4. Service Desk Workflows
5. SLAs and Notifications
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