Jira Service Management (JSM) Basics

Jira Service Management
Company Managed Service Project
Team Managed Service Project
JSM Product Settings
(Jira Admin permission)
JQL (JSM Specific)
Automation
Approval Flow Functions
Knowledge Base
Channel
Request Type
Satisfaction Settings
SLA
Queues
Customer Notifications
Articles
Drafts
Categories
Email
Help Centre
Widget
Unassigned
Service requests
Incidents
Problems
Changes
Customer Permissions
Portal Settings
Pending Functions
Breached SLAs Functions
SLA Timer Functions
Service Project Access
Customer sharing
Manage queues
Change Calendar
Services
Alerts
On Call
Reports
Features
Issue Types
Change Management
Incident Management
Language support
Email requests
Project Settings
Widget
Project
Service
Status
Custom
Default
Workload
Satisfaction
Requests deflected
Requests resolved
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
Deployment pipelines
Services
Chnage management automation
Incident management fields
Responder alerts
Add languages
Change project default language
Portal configuration
Portal groups
Default email account
Connect custom account
Templates
Notifications
Knowledge base
Create space
Link space
Add SLA
Calendars
Add Calendar
Queues
Raise a request
Knowledge base
Reports
Channels
Project settings
Features
Request types
Channels
Notifications
Language support
Knowledge base
SLAs
Customer satisfaction
Categories
Drafts
Articles
New report
Change by type
Problems by priority
Service requests
SLA success rate
Incidents by priority
SLA met vs breached
Time to done
Created vs Done
Requests resolved
Requests deflected
Satisfaction
Workload
Default
Custom
Widget
Help Centre
Email
Global
Project specific
approved()
myApproval()
approver()
pending()
pendingBy()
myPending()
breached()
everBreached()
paused()
running()
remaining()
Email requests
Get IT help
Problem
Purchase request with approval
Report an incident
Request a change
Request a new account
Customer permissions
Email
Customer portal
Widget
Customer notifications
Internal notifications
Notification email
Add languages
Link space
Create space
Rules
Audit log
Library
Legacy automation
Time to resolution
Time to first response
Time to first response
Time to done
Add Calendar
Calendars
Add SLA
Time to triage normal change
Configurations
Email requests
Portal-only customer access
Forms
Create form
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