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Submitted URL: http://docs.atlassian.com/jira/jsd-docs-0512/Getting+started+for+service+project+agents
Effective URL: https://confluence.atlassian.com/servicemanagementserver0512/getting-started-for-service-project-agents-1306298160.html
Submission: On December 03 via api from FR — Scanned from NL
Effective URL: https://confluence.atlassian.com/servicemanagementserver0512/getting-started-for-service-project-agents-1306298160.html
Submission: On December 03 via api from FR — Scanned from NL
Form analysis 1 forms found in the DOM
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Products
JIRA SERVICE MANAGEMENT SUPPORT
* Documentation
* Resources
* Search
* Log in
* * View account
* View requests
* Log out
* ...
PRODUCTS
* JIRA SOFTWARE
Project and issue tracking
* JIRA SERVICE MANAGEMENT
Service management and customer support
* JIRA WORK MANAGEMENT
Manage any business project
* CONFLUENCE
Document collaboration
* BITBUCKET
Git code management
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RESOURCES
* DOCUMENTATION
Usage and admin help
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Answers, support, and inspiration
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* PAGE
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Jira Service Management Data Center and Server 5.12
Documentation
*
Installing Jira Service Management
*
Jira applications overview
*
Permissions overview
*
Getting started with Jira Service Management
*
Getting started for service project admins
*
Setting up your service project
*
Creating service project request types
*
Making queues for your service project teams
*
Adding service project agents
*
Customize your service project channels
*
Bring your service project to the next level
*
Introduce customers to your service project
*
Explore a sample project
*
Getting started for service project agents
*
Administering service projects
*
Managing access to your service project
*
Configuring the customer portal
*
Setting up login-free portal access
*
Receiving requests by email
*
Managing the email channel
*
Managing the allowlist and blocklist
*
Setting up an email channel with the Microsoft Graph API protocol
*
Troubleshooting issues with the email channel
*
Setting up service project users
*
Managing project role memberships
*
Setting up queues for your team
*
Using Jira groups to share requests
*
Automating your service project
*
Send alerts with Jira Service Management webhooks
*
Managing service project notifications
*
Translate service project notifications
*
Setting up request types
*
Troubleshooting issues with request types
*
Service Level Agreements (SLAs) overview
*
Setting up SLAs
*
Configure additional SLA settings
*
SLA display formats and time frames
*
Create and edit SLA calendars
*
Importing SLAs
*
Using JQL queries specific to SLAs
*
Reporting on SLAs
*
Example SLA configurations
*
Setting up approvals
*
Setting up service project reports
*
Default service project configuration
*
Using Jira applications with Confluence
*
Working on service projects
*
Working with issues
*
Attaching files and screenshots to issues
*
Creating issues and sub-tasks
*
Creating issues using the CSV importer
*
Editing and collaborating on issues
*
Linking issues
*
Editing multiple issues at the same time
*
Moving an issue
*
Visual editing
*
Scheduling an issue
*
Logging work on issues
*
Approving a service project request
*
Customizing the issues in a project
*
Searching for issues
*
Basic searching
*
Quick searching
*
Advanced searching
*
Advanced searching - fields reference
*
Advanced searching - keywords reference
*
Advanced searching - operators reference
*
Advanced searching - functions reference
*
Search syntax for text fields
*
Saving your search as a filter
*
Working with search results
*
Constructing cron expressions for a filter subscription
*
Managing your user profile
*
Allowing OAuth access
*
Requesting apps
*
Using keyboard shortcuts
*
Adding announcements
*
Adding customers
*
Adding request participants
*
Using service project queues
*
Raising requests on behalf of customers
*
Organizing work with versions
*
Organizing work with components
*
Workflows
*
Using Jira on a mobile device
*
Configuring dashboards
*
Adding and customizing gadgets
*
Gadgets for Jira applications
*
Using the help center
*
View requests in the help center
*
Configuring request view
*
Set up a knowledge base for self-service
*
Set up a knowledge base with Confluence Server
*
Knowledge base settings and permissions
*
Set up a knowledge base with Confluence Cloud
*
Knowledge base settings and permissions in Confluence Cloud
*
Write, search, and share knowledge base articles
*
Setting up incident management
*
Getting Opsgenie API information
*
Working with major incidents
*
Managing your assets with Assets
*
Getting started with Assets
*
What is Assets?
*
Tutorial: Starting from scratch
*
1. Build your first object schema
*
2. Create object types
*
3. Add attributes
*
4. Create objects
*
5. View object graphs
*
6. Link your object schema to a Jira project
*
7. Add object to your requests
*
Tutorial: How Jira issues affect Assets objects (ITSM)
*
1. Create an ITSM project
*
2. Create an incident
*
3. Work on the problem
*
4. Work on the change
*
Administering Assets
*
Installing Assets
*
Configuring roles and permissions
*
Configuring global Jira settings
*
Configuring global Assets settings
*
Adding Assets custom fields to screens in Jira
*
Default Assets custom field
*
Referenced Assets custom field
*
Read-only Assets custom field
*
Enabling Assets custom fields on customer portals
*
Adding Assets functions to workflows in Jira
*
Conditions and validators
*
Post functions
*
Groovy scripts
*
Groovy script examples
*
Import a Groovy script from one to another
*
Adding approvers from Assets to requests in Jira
*
Importing and exporting object schemas
*
Assets REST API documentation
*
Advanced usage guides
*
Working with object schemas
*
Creating object schemas
*
Object schema templates
*
Configuring object schemas
*
Configuring Assets automation rules
*
Configuring print labels
*
Working with object types
*
Creating object types
*
Adding attributes to object types
*
Configuring inheritance of attributes
*
Customizing the object view layout
*
Adding widgets
*
Working with objects
*
Creating objects
*
Adding objects to Jira issues
*
Viewing objects in the object view
*
Viewing references in a graph
*
Printing labels and QR codes
*
Importing your data
*
Importing with Asset Discovery
*
Importing with Integrations
*
Importing with built-in importers
*
Understand importing concepts
*
1. Create your import configuration
*
CSV import
*
Database import
*
Jira users import
*
JSON import
*
LDAP import
*
Object schema import
*
2. Create object type and attribute mapping
*
3. Inspect your import configuration
*
4. Enable and sync your import
*
Searching for objects
*
Advanced searching: AQL - Assets Query Language
*
Advanced: Placeholders
*
Assets JQL functions
*
AQL optimization recommendations
*
Working with reports
*
Providing help in multiple languages
*
Collecting customer satisfaction (CSAT) feedback
*
Jira Service Management best practices
*
Best practices for designing the customer portal
*
Best practices for IT teams using Jira Service Management
*
Fulfilling service requests with your IT service desk
*
Managing changes with your IT service project
*
What to expect: Sample lifecycle of a change
*
1. Update the change management workflow
*
2. Create resolutions, post-functions, and priorities
*
3. Create and update custom fields
*
4. Link your project to Assets asset management
*
5. Add approvals to your workflow
*
6. Create and update automation rules
*
7. (Optional) Set up a calendar to coordinate your changes
*
Managing incidents with your IT service desk
*
Managing problems with your IT service desk
*
Calculating priority automatically
*
Best practices for software teams using Jira Service Management
*
Collaborate with other Jira teams on Jira Service Management issues
*
Collect effective bug reports from customers
*
Customize Jira Service Management's bug report workflow
*
Escalate Jira Service Management issues to other Jira teams
*
Get set up for customer service
*
Getting help with Jira Service Management
*
Automate your project
*
Jira Data Center and Server mobile app
*
Accessibility
* Atlassian Support
* Jira Service Management 5.12
* Documentation
* Getting started with Jira Service Management
* Getting started for service project agents
Cloud
Data Center 5.12
VERSIONS
* 10.2
* 10.1
* 10.0
* 5.17
* 5.16
* 5.15
* 5.14
* 5.13
* 5.12
* 5.11
* 5.10
* 5.9
* 5.8
* 5.7
* 5.6
* 5.5
* 5.4
* 5.3
* 5.2
* 5.1
* 5.0
* See all
GETTING STARTED FOR SERVICE PROJECT AGENTS
GETTING STARTED WITH JIRA SERVICE MANAGEMENT
* Getting started for service project admins
* Getting started for service project agents
ON THIS PAGE
* Navigate your workspace
* Work on customer issues
* Comment on an issue
* React to a comment
* Collaborate on an issue
* View and create knowledge
RELATED CONTENT
* Get set up for customer service
* Configuring the customer portal
* Managing access to your service project
* Using the help center
* Write, search, and share knowledge base articles
* Getting started with Jira Service Management
* Setting up login-free portal access
* Adding service project agents
* Using Jira groups to share requests
* Setting up service project users
STILL NEED HELP?
The Atlassian Community is here for you.
Ask the community
On this page, we introduce you to your workspace and walk you through the
process of responding to your customers' requests.
NAVIGATE YOUR WORKSPACE
Use the Jira Service Management sidebar to navigate your workspace:
1. Queues: view issues that customers have submitted to your service desk.
2. Customers: view your customers and requests, and invite new customers to the
service project.
3. Reports: view reports about your team's SLA goals, knowledge base and
workload.
4. Raise a request: raise a request on behalf of a customer.
5. Knowledge base: search your team's knowledge base or create an article.
6. Customer channels: view your service project's customer portal and email
address.
7. Invite team: invite an existing agent to work on your project.
WORK ON CUSTOMER ISSUES
When customers submit requests to your service project, the issues are grouped
into queues on the Queues page.
Select an issue's Summary or Key to view more information about an issue, or
start working on an issue. The issue view looks like this:
From here, you can work with customers and your team to resolve requests. If
your service project is linked to a knowledge base, you can also view, share,
and create knowledge from the issue.
COMMENT ON AN ISSUE
When you select Respond to customer, add an attachment, or comment on an issue,
you can share your response with the customer, or comment internally.
* If you share with the customer, the customer is notified and can see the
comment or attachment when they view the request in the customer portal.
* If you make an internal comment, the customer isn't notified and can't view
the comment or attachment on the customer portal. People who are watching the
issue are notified, and your team can see the comment when the view the issue
in your service project.
REACT TO A COMMENT
You need a Data Center license to use comment reactions.
ADD A COMMENT REACTION
You can use comment reactions in the issue view instead of replying to a
comment.
To add a reaction to a comment:
1. Go to your issue’s comment section.
2. Select the add emoji icon .
3. Select the relevant reaction.
ENABLE OR DISABLE COMMENT REACTIONS
Your customers can react to comments with emojis, too. As the customer portal
comment reactions are disabled by default, you first need to allow their use.
To enable comment reactions:
1. Go to Project settings > Portal settings.
2. Go to the Comment reactions section.
3. Select Allow comment reactions on the customer portal for this project.
You can fully disable comment reactions via the global system settings.
COLLABORATE ON AN ISSUE
You might want to share the issue with other customers who have a similar
problem, or with other people on your team who can help you resolve the issue.
Here are some ways you can involve other people in the issue:
* Select Share to email a link to the issue to other people on your team.
* Use @ mentions (@username) to mention a team member in a comment.
* Add watchers to involve other users from your Jira site. Someone leaves an
internal comment or transitions an issue.
* Add request participants to share the issue with other customers or
organizations. Request participants receive the same notifications as the
reporter.
VIEW AND CREATE KNOWLEDGE
If your service project has a linked knowledge base, you can use knowledge
articles to solve issues faster:
For example, if you get a lot of requests about printing problems, you can write
a step-by-step article that helps customers troubleshoot the problem themselves:
* When customers search for help from the customer portal, they can use
articles to solve problems instead of raising requests.
* When you work on an issue, you can share the article with customers so they
can try to troubleshoot on their own.
You can also write internal articles and reference them while you work on an
issue. Articles that the reporter can't view are marked with a red padlock.
When you create a new article from an issue, you can choose a handy how-to or
troubleshooting template to guide you. The issue summary and description become
the article's title and body text.
--------------------------------------------------------------------------------
Nice work! Want to learn more? Proceed to Working on service projects to learn
more about what a service project agent can do.
Last modified on Nov 22, 2021
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RELATED CONTENT
* Get set up for customer service
* Configuring the customer portal
* Managing access to your service project
* Using the help center
* Write, search, and share knowledge base articles
* Getting started with Jira Service Management
* Setting up login-free portal access
* Adding service project agents
* Using Jira groups to share requests
* Setting up service project users
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