JSM space admin: Configure request types, queues, SLAs, and channels

Deliver a well-configured service space

In this two-course series, an expert instructor will teach your team how to set up a service space that meets the needs of customers and support teams.

This is the second course in the series. In this course, you’ll learn how to:

• Build and configure request types

• Configure queues to help agents triage and prioritize incoming work

• Configure, customize, and monitor SLAs so teams can set service expectations and track performance

• Configure request channels

• Troubleshoot common email intake problems

• Customize and test customer notifications

The team learning environment delivers engagement, retention, and collaboration, extending the benefits of an instructor-led course beyond instruction time. Each team member gets a safe, hands-on sandbox environment.

This course is designed for beginner Jira Service Management space admins.

Before taking this course, your team should take JSM space admin: Explore space settings and configure access or have equivalent knowledge.

Modules

• Build request types and the portal

• Configure queues for agent triage

• Configure service-level agreements (SLAs)

• Set up request channels and notifications