Atlassian courseIntermediate6 h 30 min
JSM space admin: Configure request types, queues, SLAs, and channels
The second Jira Service Management admin course: request types and the portal, queues that help agents triage, SLAs that hold the team to a promise, and the channels requests arrive through. It is the configuration that decides whether a service desk feels calm or chaotic.
- Level
- Intermediate
- Length
- 6 h 30 min
- Products
- Jira Service Management
- Format
- Live online, instructor-led, hands-on sandbox
- Price
- On request
Where it fits
Service desk admin, from a new space to a calm queue
- JSM space admin: Explore space settings and configure access
- JSM space admin: Configure request types, queues, SLAs, and channels, this course
Upcoming dates
No public date is scheduled yet. Ask for one, or run it privately for your team.
What you will learn
- Build and configure request types and the portal
- Configure queues so agents can triage and prioritise
- Configure, customise and monitor SLAs
- Set up request channels and fix common email intake problems
- Customise and test customer notifications
Modules
- Request types and the portal
- Queues for agent triage
- Service-level agreements
- Request channels and notifications
Who it is for
Jira Service Management space admins who have finished part one.
Take this first: JSM space admin: Explore space settings and configure access , or have the same working knowledge.
This is Atlassian Learning's own curriculum, taught live by Atlas Bench as an Atlassian Training Partner. Each learner works in a hands-on sandbox of their own.