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

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

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

Create contextual queues for agents

Outcome	Your team will understand the usage and configuration of queues, particularly the importance of contextualizing queues for your agents based on the job to be done.
Processes	Review JQL Review filters Create a queue Customize columns Review starred and important queues
Practice area(s)	Request management, change enablement, problem management, and incident management
Product(s) in scope	Jira Service Management (Premium or Enterprise)
Role(s)	Technical SME, Incident Manager, Problem Manager, Change Manager, Technical Lead, Team Member, and Administrator

Step	Process	Notes/References
1	Create a new queue.	Create a new queue Get started with Advanced Search and JQL
2	Share/promote a queue as a ‘team’ queue.	(Queue) > Edit > Add to team priority Arrange queues into groups to prioritize work for your team
3	Star favorite queues.	Star your favorite queues
4	Create a filter to get customized search results.	Use basic search and filters to find requests and issues
5	Manage a filter (share, star, etc.).	Manage your filters

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