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

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

Outcome	Your team will demonstrate how to enrich a Jira issue with contextual links to other content.
Processes	Review issue linking Review link types Review Confluence Link issues in another Jira space
Practice area(s)	Incident management, knowledge management, request management, change enablement, and problem management
Product(s) in scope	Jira Service Management (Premium or Enterprise) and Confluence
Role(s)	Technical SME, Incident Manager, Problem Manager, Change Manager, Technical Lead, Team Member, and Administrator

Step	Process	Notes/References
1	Create an issue link in the same Jira site.	(Issue) > More ••• > Link > Jira Issue Note: An admin configures reciprocal application links.
2	Create an issue link on another Jira site.	(Issue) > More ••• > Link > Jira Issue > select the Jira site
3	Create a link to a Confluence page.	(Issue) > More ••• > Link > enter/select the Confluence page
4	Create a link to a specific URL.	(Issue) > More ••• > Link > enter the Web lInk

Manage change risk

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Collaborate with non-agents in Jira Service Management projects

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

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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.