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

Establish a knowledge base with organized articles

Deflect requests with knowledge base articles

Create a complex portal form

Understand how and when to use ProForma

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

Configure alert creation

Create and customize alerts from integrated alert sources

Configure alert notification

Ensure alerts are transmitted and escalated

Set up an on-call schedule for a team

Create a custom on-call schedule

Respond to and resolve a major incident

Respond to an outage that impacts customers

Respond to and resolve an incident

Respond to an outage that is not customer-facing

Communicate outages, maintenance, and other key information with stakeholders

Create a communication plan using Jira Service Management and Statuspage

Process a change record

Enrich a change request and champion approval

Manage change risk

Use the change calendar and automation to identify conflicts

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

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.

Establish SLA goals and a working hours calendar

Previous step:

Next step:

Establish a schema that can be used throughout Jira Service Management

Was this content helpful?

Connect, share, or get additional help

Atlassian Community

Purpose-fit guidance and support to ensure your team's success

Each deployment of Atlassian products is unique, so we offer a breadth of services to design, implement, and optimize solutions for scale.

Learn More

Automate the lifecycle of a request

Related links

Purpose-fit guidance and support to ensure your team's success

Each deployment of Atlassian products is unique, so we offer a breadth of services to design, implement, and optimize solutions for scale.