Dive into the world of IT Service Management with this comprehensive tutorial on Jira Service Desk. Learn how to create projects, raise tickets, and customize queues. Explore IT Service Desk workflows and request types, while mastering field customization and default value settings. Discover techniques for tailoring the Customer Portal and Help Centre to your organization's needs. Delve into application-level configurations and customer permissions management. Gain insights on displaying transition buttons on the customer portal and setting up effective customer notifications, including custom automation. Acquire best practices for establishing support levels and optimizing your ITSM/ITIL processes using Jira Service Desk.
Overview
Syllabus
Jira Service Desk - Quick Introduction, Creating a Project and Raising Tickets.
Jira Service Desk - Create your own queue.
Jira Service Desk - IT Service Desk Workflows.
Jira Service Desk - Create a request type.
Jira Service Desk - Hide fields and setting default field values.
Jira Service Desk - Customise Customer Portal and Help Centre.
Jira Service Desk - Application level configurations.
Jira Service Desk - Customer permissions.
GetAnswers - Displaying transition buttons on the customer portal.
Jira Service Desk - Customer notifications.
Jira Service Desk - Custom notification with Automation.
GetAnswers - Best practice to setup support levels.
Taught by
Ravi Sagar
