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Atlassian JIRA Service Desk Basics Training Course

Kursavgift: kr 8 900 | Varighet: 1 dag

Beskrivelse:

This Clearvision Atlassian JIRA Service Desk Basics training course provides an understanding of the features and functionality of Service Desk for JIRA.

At the end of this course, users will be able to carry out administrative tasks and comprehend key concepts for JIRA Service Desk.

The lab environment (an instance of JIRA with JIRA Service Desk) gives users a practical working area to engage with. This enables them to benefit from seeing JIRA Service Desk in action with real world settings and examples, translating the theory from the course into practical knowledge.

Målgruppe:

This course is ideal for those users who are new to JIRA Service Desk, or those with no previous experience with JIRA.


Forkunnskaper:

  • Basic knowledge of Windows Interfaces
  • No experience with JIRA necessary

Innhold:


Module 1: JIRA Key Concepts
1. Introduction to JIRA
  • Issues
  • Requests
  • Projects
  • Workflows
Lab Exercises
  • Access the training environment
  • Sign up as a customer
  • Sign up as a collaborator
  • Sign up as an agent
Module 2: The Customer View
  • Report Overview
  • Creating New Reports
  • Editing Reports
Lab Exercises
  • Navigate the customer portal
  • Sign up for a service desk
  • Open a request
  • View request status
  • Add an attachment
Module 3: The Agent View
  • The Agent View
  • Service Desk Queues
  • Overview
  • Ticket Activities
  • Raise requests on behalf of a customer
  • Ticket Appearance
  • Ticket Participants
  • Workflow and Status
  • Reporting
Lab Exercises
  • Using the service desk queues
  • View your own assigned tickets
  • Respond to a request
  • Action a request
  • View request status
  • View your performance
Module 4: The JIRA View
  • Business Projects
  • Software Projects
  • Viewing Issues
  • Editing Issues
  • Attachments
Lab Exercises
  • Creating an Issue
  • Adding Attachments
  • Editing Issues
Module 5: Collaboration
  • Commenting on Issues
  • Sharing Issues
  • Mentions
  • Voting
  • Watching
  • Loging work
  • Labels
  • Clone/Move
Lab Exercises
  • Place an internal comment on an issue
  • Mention another user
  • Watch an issue
Module 6: Searching and Reporting
  • Searching
  • Advanced Searching
  • Filters
  • SLAs
  • Service Desk Reports
  • JIRA Reports
Lab Exercises
Free form lab – facilitator demos requests and students can then try for themselves








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    Kursansvarlig

    Henning Solberg

    93 09 01 29

    henning@glasspaper.no


    Glasspaper er kåret til Årets Microsoft Kurspartner 2017 - dette er åttende år på rad vi mottar denne hedersprisen