Create your Service Desk Project

Create your request types and map them to your project issue types

Add fields to each request type and contextualise the name and description

Use JQL to create some SLA's - remember you can have multiple metrics per issue

Decide how customers will get access to your portal in Customer accessIf you have Confluence, create Knowledge Base and link it

Edit Edit your Queues using JQL - make sure all of the open issues are accessible fromat least one queue

Add automation rules to streamline your ticket transitions and keep on top of SLA's

Enfore business process and add approvals on your workflow where required

Avoid double handling - put relevant transitions on the customer portal (i.e. Resolved)

Chase resolved-but-not-closed tickets by creating an escalation service

Additional customisation

Atlassian training (in-person or online)

Call (02) 9299 3999 or email experts@glintech.com

The Essentials

The Fancy Bits

Want More Help?Contact a GLiNTECH Expert

JIRA Service Desk QuickStart Checklist