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

Learn how to create and organize request types to serve customers

Establish SLA goals and a working hours calendar

Constrain SLA goals based on your working calendar

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

Create a complex portal form

Understand how and when to use ProForma

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

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

Submit, evaluate, and decline or promote initiatives

Manage ideation to promote new opportunities

Report with Atlassian Analytics

Gain greater visibility into performance

Automate the lifecycle of a request

Outcome	Your team will be able to use automation to satisfy many recurring or repetitive tasks.
Processes	Understanding automation Review legacy versus automation Review components of an automation rule Rule actors and permissions - Review how cloud apps interact with automation Monitor and track automation usage
Practice area(s)	Request management, change enablement, incident management, and service configuration management
Product(s) in scope	Jira Service Management (Premium or Enterprise)
Role(s)	Technical SME, Technical Lead, Team Member, and Administrator

Step	Process	Notes/References
1	Create an automation rule.	Create and edit Jira automation rules
2	Assign the rule to a specific group based on certain criteria.	If the service request is of a specific request type then assign it to Group A. Otherwise, assign it to Group B.
3	Add a comment and send a customized notification to the user.
4	Auto-approve based on predefined criteria.
5	Send SLA warning and violation notifications.
6	Resolve using existing knowledge articles.
7	Automate the provisioning of resources.
8	Auto-close requests after successful fulfillment.

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