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
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
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Outline


Configurations
Email requests
Portal-only customer access

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

Approval Flow Functions
approved()
myApproval()
approver()
Pending Functions
pending()
pendingBy()
myPending()
Breached SLAs Functions
breached()
everBreached()
SLA Timer Functions
paused()
running()
remaining()

Rules
Global
Project specific
Audit log
Library
Legacy automation

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