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

Collaborate with non-agents in Jira Service Management projects

Outcome	Your team will demonstrate how to work with non-agents in Jira Service Management (JSM).
Processes	Review request participants (external, portal only) Review collaborators (internal, view, and comment) Configure as required
Practice area(s)	Request management, change enablement, problem management, incident management, and service configuration management
Product(s) in scope	Jira Service Management (Premium or Enterprise)
Role(s)	Technical SME, Incident Manager, Problem Manager, Change Manager, Technical Lead, and Team Member

Step	Process	Notes/References
1	Set up the Request participants, View permission, and Comment permission options.	How can service project and software teams work together?
2	As a JSM agent, share a certain request with Jira team member.	(Issue) > Share
3	As a Jira user, view/add a public comment, add attachments, and transition the request via a portal.	Sharing requests with other Jira team members
4	Create a linked issue to collaborate with other Jira products.	Create linked issues to collaborate with other Jira products
5	Notify the Jira user (collaborator/developer) with an internal comment by @mention.	Talk to the customer or team members from the issue view