Mind Map Gallery Jira Service Management (JSM) Basics

Jira Service Management (JSM) Basics

Jira Service Management (JSM) Basics Mind Map It provides a basic understanding of JSM's key features and functionalities. Main branches of this mind map: JSM Product Settings (Jira Admin permission) Team Managed Service Project JQL (JSM Specific) Automation Company Managed Service Project

Edited at 2022-02-09 05:11:03

Jira Service Management (JSM) Basics

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Outline

Jira Service Management

JSM Product Settings(Jira Admin permission)

Configurations

Email requests

Portal-only customer access

Team Managed Service Project

Queues

Raise a request

Knowledge base

Articles

Drafts

Categories

Reports

Default

Workload

Satisfaction

Requests deflected

Requests resolved

Custom

Created vs Done

Time to done

SLA met vs breached

Incidents by priority

SLA success rate

Service requests

Problems by priority

Change by type

New report

Channels

Email

Help Centre

Widget

Project settings

Features

Request types

Email requests

Get IT help

Problem

Purchase request with approval

Report an incident

Request a change

Request a new account

Channels

Customer permissions

Email

Customer portal

Widget

Notifications

Customer notifications

Internal notifications

Notification email

Language support

Add languages

Knowledge base

Create space

Link space

SLAs

Add SLA

Calendars

Add Calendar

Time to done

Time to first response

Time to triage normal change

Customer satisfaction

JQL (JSM Specific)

Approval Flow Functions

approved()

myApproval()

approver()

Pending Functions

pending()

pendingBy()

myPending()

Breached SLAs Functions

breached()

everBreached()

SLA Timer Functions

paused()

running()

remaining()

Automation

Rules

Global

Project specific

Audit log

Library

Legacy automation

Company Managed Service Project

Queues

Manage queues

Change Calendar

Project

Service

Status

Services

Alerts

On Call

Knowledge Base

Articles

Drafts

Categories

Reports

Default

Workload

Satisfaction

Requests deflected

Requests resolved

Custom

Created vs Resolved

Time to resolution

SLA met vs breached

Incidents by priority

SLA success rate

Service requests

Problems by priority

Change by type

Response SLA success rate

Resolution SLA success rate

New report

Channel

Email

Help Centre

Widget

Project Settings

Features

Issue Types

Request Type

Service requests

Incidents

Problems

Changes

Unassigned

Forms

Create form

Change Management

Deployment pipelines

Services

Chnage management automation

Incident Management

Incident management fields

Responder alerts

Customer Permissions

Service Project Access

Customer sharing

Language support

Add languages

Change project default language

Portal Settings

Portal configuration

Portal groups

Email requests

Default email account

Connect custom account

Customer Notifications

Templates

Notifications

Widget

Satisfaction Settings

Knowledge base

Create space

Link space

SLA

Add SLA

Calendars

Add Calendar

Time to resolution

Time to first response