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

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

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

Create a complex portal form

Understand how and when to use ProForma

Establish a knowledge base with organized articles

Deflect requests with knowledge base articles

Create contextual queues for agents

Contextualize and configure queues based on the job to be done

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

Learn how to create and organize request types to serve customers

Respond to and resolve requests

Use Jira Service Management to expedite a resolution

Cross-link tickets and/or articles to add context to an issue

Enrich a Jira issue with contextual links

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

Set up an on-call schedule for a team

Outcome	Your team will be able to create an on-call schedule with escalations and forwarding rules as appropriate.
Processes	Create or identify an existing team Add any new users Add a schedule Define a rotation Review team member profiles Notification rules On-call schedule Configure an escalation policy Review schedule exceptions and forwarding rules Review schedule override
Practice area(s)	Incident management, request management, and change enablement
Product(s) in scope	Jira Service Management (Premium or Enterprise) and Opsgenie
Role(s)	Technical SME, Support SME, Incident Manager, Problem Manager, Change Manager, Technical Lead, Support Lead, and Administrator

Step	Process	Notes/Resources
1	Create a new team or identify an existing team.	Create a team and add members
2	Create an on-call schedule with a daily rotation.	Create an on-call schedule with a daily rotation
3	Create an on-call schedule with a weekday/weekend rotation.	Create an on-call schedule with weekday/weekend rotation
4	Review member profile notification rules.
5	Configure forwarding rules.	Add a forwarding rule
6	Override an on-call schedule.	Override an on-call schedule

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