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

Establish a schema that can be used throughout Jira Service Management

Outcome	Your team will create an object schema that can be used elsewhere in Jira Service Management to enrich issues like incidents, changes, and problems.
Processes	Create a schema Review object types Review objects Review references allow references to this schema Review attributes
Practice area(s)	Service configuration management, request management, change enablement, incident management, and problem management
Product(s) in scope	Jira Service Management (Premium or Enterprise)
Role(s)	Technical SME, Incident Manager, Problem Manager, Change Manager, Technical Lead, and Administrator

Step	Process	Notes/References
1	Create an object schema.	Create an object schema
2	Allow other schemas to reference objects from the schema.	Allow other schemas to reference objects from a schema
3	Create object types(s).	Create an object type
4	Create an object within the object type.	Create an object
5	Create attribute(s) for an object.	Create an attribute
6	Add references between objects.	Add a reference
7	Restrict access to object types and object schemas using roles.	Add users or groups to an object schema role

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