Respond to and resolve a major incident

Respond to an outage that impacts customers

Respond to and resolve an incident

Respond to an outage that is not customer-facing

Configure alert creation

Create and customize alerts from integrated alert sources

Configure alert notification

Ensure alerts are transmitted and escalated

Set up an on-call schedule for a team

Create a custom on-call schedule

Communicate outages, maintenance, and other key information with stakeholders

Create a communication plan using Jira Service Management and Statuspage

Process a change record

Enrich a change request and champion approval

Manage change risk

Use the change calendar and automation to identify conflicts

Establish SLA goals and a working hours calendar

Constrain SLA goals based on your working calendar

Respond to and resolve requests

Use Jira Service Management to expedite a resolution

Automate the lifecycle of a request

Use automation to handle recurring tasks

Establish a schema that can be used throughout Jira Service Management

Create a schema to enrich issues across Jira Service Management

Import data to a schema and populate objects

Populate a schema that can be used across JSM

Embed an Assets field in a customer-facing request form

Expedite resolutions by linking Assets data

Allow for approvals in a workflow

Demonstrate an example of how approvals work

Establish a knowledge base with organized articles

Deflect requests with knowledge base articles

Create a complex portal form

Understand how and when to use ProForma

Cross-link tickets and/or articles to add context to an issue

Enrich a Jira issue with contextual links

Create contextual queues for agents

Contextualize and configure queues based on the job to be done

Collaborate with non-agents in Jira Service Management projects

Learn how to work with non-agents using Jira Service Management

Report on issue data over time

Measure time-based and success-based metrics

Add, remove, or modify a request type in the portal

Learn how to create and organize request types to serve customers

Submit, evaluate, and decline or promote initiatives

Manage ideation to promote new opportunities

Working with forms

Use forms in your daily work to support customers

Report with Atlassian Analytics

Gain greater visibility into performance

Configure data connections for Atlassian Analytics and Atlassian Data Lake

Create a source of truth across platforms

Configure conversational ticketing with chat in Jira Service Management

Provide support via Slack

Configure conversational ticketing with Halp

Provide support via Halp

Provide conversational ticketing with chat in Jira Service Management

Allow customers to get help via Slack and JSM chat

Provide conversational support with Halp

Understand Halp and how to create a channel

Respond to and resolve requests

Outcome	Your team will demonstrate how to respond to requests and use Jira Service Management to expedite a resolution.
Processes	Understanding issue view Understanding queues Understanding your knowledge base Understanding automation Understanding canned responses Define "triage" for your team Follow an issue through a workflow
Practice area(s)	Request management
Product(s) in scope	Jira Service Management
Role(s)	Technical SME, Incident Manager, Technical Lead, and Team Member

Step	Process	Notes/References
1	Monitor the concerned request via different channels (email, queue).	Go to the issue view of a customer request Check out your queues
2	View everyone involved in a customer request.	See everyone involved in a request
3	Assign/take ownership of the service request.
4	Navigate and understand the workflow for the service request.	Transition an issue through its workflow
5	Communicate with the internal team and the customer.	Talk to the customer or service project team members
6	Transition the issue through its workflow.
7	Search for any related knowledge articles or follow the standard fulfillment procedures.	Share articles with your customers from the issue view Write knowledge base articles for your customers
8	Resolve and close the service request when the fulfillment is complete.	Close a request when you finish helping a customer

Establish SLA goals and a working hours calendar

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Automate the lifecycle of a request

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Respond to and resolve requests

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Purpose-fit guidance and support to ensure your team's success

Each deployment of Atlassian products is unique, so we offer a breadth of services to design, implement, and optimize solutions for scale.