Jira Service Desk

JIRA Service Desk is a type of software & a tool which is offered by the atlassian and used for reporting bug,incident,service request whether it is internal or external. Now most of the organisations used this tool and enhance thier work performance. 

History 

Atlassian is found in Sydney in 2002 by Cannon-Brookes and Scott Farquhar. Now atlassian have more than 100,000 customers in all over the world.

Main Terms Of JIRA Service Desk

• Custom Fields
• SLA's
• Project Automation 
• Workflow
• Screen
• Dashboard
• Third Party Apps
• Filters
• Issue Types
• Request Types
• Customer Notification
• Permissions
• Customer Portal
• Queues
• Users
• Groups
• Project Roles

Custom Fields

Custom Fields are used to take the informations in form of fields e.g. Date,Text,LOV's etc from the customers. We can create a simple form with help of custom fields.

SLA's

In JIRA core SLA feature is not available we do not track the time taken to provide the resolution but in JIRA Service Desk SLA feature is available we can easily set the SLA as per our customer requirement.

Project Automation

In JIRA Service Desk we can use automation rule to trigger an event such as to assignee issue automatically,SLA's breach alert etc.Automation rules are of two types project rule,global rule.

Workflow

Workflow is a process flow with which our work will execute. We will design our workflow as per our process flow.

Screen

In JIRA Service Desk we can associate a screen with create issue,view issue and with workflow. We can create new screen for with create screen button.

Dashboard

In JIRA Service Desk we will create a dashboard as per our requirement such as number of issue resolved vs no of issue not resolved.

Third Party Apps

Third party apps are used in JIRA Service desk to do the advance automations & also used to make the customer form dynamic e.g. Script Runner.

Issue Types

Issue types are the issues which we want to use during a project creation. In Jira Service Desk there following types of issue types are there bug,incident,service request etc.

 

Request Types

In JIRA Service Desk request types are used to add the request on customer portal. We can create request types as per the customer requirement.

Customer Notification

In JIRA Service Desk we can set customer notification as per our requirement. We can set notifications such as for create issue,if public comment added,issue edit etc.

Permissions

We can also set the different permission for  users as per the our requirement such who can edit the issue,who can transition the workflow etc.

Customer Portal

Customer portal is way of taking the request from the customers & we can associate different types of request types on customer portal. Customer portal is license free.

Queues

In JIRA Service Desk we can set queues as per our workflow status which can help us to track the different issues with their current status.

Users

In JIRA Service Desk we can add user as per our requirement

in free trial we can add up to three users only. If want to add more user we should change our plan.

Groups

After adding user we can create different groups of users as per our project requirement.

Project Role

In JIRA Service Desk we can set different roles for different user as per our requirement.

So friends these are some important features of JIRA Service Desk if you have any question related to this please comment below. You also visit https://www.atlassian.com/ for more clarification. In our next articles we will discuss about the configurations of JIRA Service Desk step by step. 

This article is written by Neeraj Kumar.