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

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