Join Robert Anthony for an in-depth discussion in this video What you need to know, part of Learning JIRA Service Desk.
- [Instructor] Before we begin, let's go over what you should know before starting this course. You should already have a firm understanding of how JIRA works. This means you have used JIRA extensively in the past to create issues, search for data, and generate reporting via dashboards and standard boards. This will help you keep up with navigation between different sections of the software. You should understand basic JIRA administration concepts like issue-type configuration, workflows, and project administration. This will help you as we go through the different project configuration elements of our instance.
You should understand advanced JIRA administration concepts as well, like advanced workflow design, reporting, and screen configuration. This will help you jump in when we start configuring our customer portals and automation options. We won't be going over in great detail what I've just covered within this video. Rather, the assumption will be you already know how these pieces work as we cover how to build off of that knowledge to extend your configuration options using JIRA Service Desk.
- 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 Automationwith 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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