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

Submit, evaluate, and decline or promote initiatives

Outcome	Your team will understand how to manage ideation in Jira Service Management (JSM) to promote opportunities that align with your goals.
Processes	Create demand request type Update workflow for ideation to demand Update Jira/Jira Align workflow Create a demand evaluation report Use automation to connect everything Add apps as needed Create space in Confluence Add supporting Confluence docs Add a Confluence shortcut to a Jira project
Practice area(s)	Demand management
Product(s) in scope	Jira Service Management (Premium or Enterprise), Confluence, Opsgenie, Statuspage, and Halp
Role(s)	Technical SME, Incident Manager, Problem Manager, Change Manager, Technical Lead, Team Member, Analyst, Administrator, and Leadership

Step	Process	Notes/References
1	Create a demand request type.
2	Update the workflow from ideation to demand.
3	Add apps to support workflow and data needs.
4	Update the Jira/Jira Align workflow.
5	Create a demand evaluation report.
6	1. Create a space in Confluence. 2. Add supporting Confluence docs. 3. Add a Confluence shortcut to a Jira project.

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