Services, SLAs, Permission | ACP-420 Study Session #4

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Hey all - the fourth ACP-420 Jira Service Projects study session was last Monday! (Check out the recording here). We didn't get quite as far as I had hoped, but still learned a lot (see below).

To get more in depth with what we covered check out this blog post.

Would love to have y'all join me for session #5 which is on March 10th at 6 AM PST (NOTE - PST will be UTC-7 then so the time may be an hour earlier!).

What we covered

Services do have a section in the exam notes, however, we only really need to know how to create them, enable the feature and connect them to issues. I wouldn't spend TOO much time on them (they show up in a section worth 9% of the exam), but definitely review how they work.

SLA's can be hard to understand so if you're unfamiliar with them (especially how to set them up) it's definitely worth some time. These appear in the "Agent support" section, which os 20% of the exam. I would also focus a bit more on these given their general importance to IT Support.

• A great tip from Frank was to name calendars using this format : (Location) (days) (time) - e.g. berlin-mo-fr-9-17 for Berlin, Monday - Friday, 9-5.

Permissions are definitely something worth spending more time on. Not only do they appear in multiple parts of the exam, in my experience they're one of the most confusing parts of Jira! (We'll also dig into these more next week).

Session 5 Topics

For session #5 I'll try to get through all these topics - they're all found in the first two sections of the ACP-420 training.

• Permissions Roles
• Adding agents and customers
• Team-managed permissions 
• Issue types, fields, screens in Company-Managed projects

FAQ

1. Do services have to be linked to a physical thing?

   1. No! Services can be a physical thing, like a server, but are also typically non-physical things like API, websites etc.

2.     What is camel case?

   1. A way to notate fields and other information without spaces. (many systems don't allow spaces in names). Typically the first letter is lower case, and the letters of new words are upper. Examples:

   2. jiraServiceManagement

   3. pronounceJQLLikeJayquill (ok, that ones silly)

3.    Can SLA's be tied to Issuetypes or just Request types?

   1. Either! SLA's can be tied to any filter you can describe with JQL - so you can define a JQL query to pull tickets by either request, or issue, type... or almost anything else.

4. Can you use Atlassian Intelligence to build SLAs?

   1. Not yet :(

5. Can we prepare ourselves in just a month for the exam?

   1. In general I wouldn't recommend it as there can be a lot to learn! That said, if you can dedicate a lot of time to studying, practicing and understanding this can be possible. Personally I like to take 2-3 months to prep, but others can go faster.

6.  Why am I limited to a single workflow per request type?

   1. On a technical level I believe Atlassian limited this to ensure tickets know which path to follow.

   2. On a process level this makes also makes sense as any give type of request should follow the same workflow - e.g. under what circumstance would a "password reset" require an entirely different set of statuses? If it does, it's likely a different request.