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01

Set up an on-call schedule for a team

Create a custom on-call schedule

02

Communicate outages, maintenance, and other key information with stakeholders

Create a communication plan using Jira Service Management and Statuspage

03

Establish SLA goals and a working hours calendar

Constrain SLA goals based on your working calendar

04

Automate the lifecycle of a request

Use automation to handle recurring tasks

05

Establish a schema that can be used throughout Jira Service Management

Create a schema to enrich issues across Jira Service Management

06

Embed an Assets field in a customer-facing request form

Expedite resolutions by linking Assets data

07

Allow for approvals in a workflow

Demonstrate an example of how approvals work

08

Create a complex portal form

Understand how and when to use ProForma

09

Establish a knowledge base with organized articles

Deflect requests with knowledge base articles

10

Create contextual queues for agents

Contextualize and configure queues based on the job to be done

11

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

Learn how to create and organize request types to serve customers

12

Respond to and resolve requests

Use Jira Service Management to expedite a resolution

13

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

Enrich a Jira issue with contextual links

14

Collaborate with non-agents in Jira Service Management projects

Learn how to work with non-agents using Jira Service Management

15

Report on issue data over time

Measure time-based and success-based metrics

Communicate outages, maintenance, and other key information with stakeholders

Outcome	Your team will demonstrate communication and deflection in Atlassian products.
Processes	Establish a communication plan for various incident types Set the announcement banner in a Jira Service Management (JSM) portal Set the announcement banner for the help center Use Statuspage to communicate changes throughout an incident Use Statuspage to communicate standard IT messages
Practice area(s)	Incident management, request management, and change enablement
Product(s) in scope	Jira Service Management (Premium or Enterprise), Opsgenie, and Statuspage
Role(s)	Technical SME, Support SME, Incident Manager, Problem Manager, Change Manager, and Technical Lead

Step	Process	Notes/Resources
1	Set the announcement banner for the help center as an administrator.	Settings > Products > Jira Service Management > Configuration Add announcements to your help center or portal Alternatively, the announcement banners can be added via the Customize link on the help center portal.
2	Set the announcement banner for the help center as an agent.	Allow agents to add portal announcements: Project Settings > Portal Settings > Announcements Add announcements to your help center or portal Agents can add the announcement via the Customize link on the help center portal.
3	Create an active incident in Statuspage.	The announcement shows up in the help center.
4	Create a future maintenance window.	The announcement shows up in the help center during the designated time period.
5	Create a major incident in Opsgenie/JSM.	The announcement shows up in the portal.
6	Create multiple major incidents in Opsgenie/JSM.	A generic notice will show up in the portal.

Set up an on-call schedule for a team

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Establish SLA goals and a working hours calendar

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