✓ Challenge: Correctly adjust a factory SD workflow - Jira Tutorial

Contents

• Introduction Introduction

  • Welcome

    45s
  • What you need to know

    1m 1s
  • JIRA instance setup

    3m 21s
• 1. Overview of JIRA Service Desk 1. Overview of JIRA Service Desk

  • What is JIRA Service Desk?

    2m 59s
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    JIRA Service Desk example

    4m 19s
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    Overview of administrator features

    4m 3s
  • (Locked)
    Agents vs. users vs. customers

    5m 25s
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    ✓ Challenge: Create a new agent in Service Desk

    16s
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    ✓ Solution: Create a new agent in Service Desk

    1m 3s
• 2. The Customer Portal and Notifications 2. The Customer Portal and Notifications

  • Overview of the customer portal

    5m 36s
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    Creating requests and groups

    7m 40s
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    Customer notifications

    4m 22s
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    ✓ Challenge: Create a new Service Desk project

    25s
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    ✓ Solution: Create a new Service Desk project

    2m 39s
• 3. Service Desk Administration 3. Service Desk Administration

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    Customer permissions

    5m 29s
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    Queues

    3m 46s
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    Linking to a knowledge base

    2m 54s
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    Email requests and satisfaction settings

    2m 25s
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    ✓ Challenge: Create a new customer portal with groups and requests

    15s
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    ✓ Solution: Create a new customer portal with groups and requests

    1m 20s
• 4. Service Desk Workflows 4. Service Desk Workflows

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    Workflow overview

    2m 57s
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    Automation

    6m 33s
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    Custom rules

    3m 2s
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    ✓ Challenge: Correctly adjust a factory SD workflow

    18s
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    ✓ Solution: Correctly adjust a factory SD workflow

    1m 48s
• 5. SLAs and Notifications 5. SLAs and Notifications

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    What are SLAs?

    4m 2s
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    Creating an SLA

    3m 23s
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    Reporting

    3m 13s
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    ✓ Challenge: Create a new SLA against one of your requests

    16s
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    ✓ Solution: Create a new SLA against one of your requests

    1m 9s
• Conclusion Conclusion

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    Next steps

    33s