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Jira Service Management basic questions

Asier Vadillo

Hi everyone!

The management of a Jira Service Management project has been reassigned to my team without any instruction and we are trying to learn and improve, so some basic questions:

- How to reject a request? Is any change to the status of the request going to be notify to the requester? Or do we have to "reply to customer" and then mark it as rejected in the workflow for example?

- How do I define or see who can request something from the portal?

- Why a user with the role Agent can not modify fields?

Sorry if this are really basic questions and thanks beforehand!

Accepted answers

Alex Koxaras -Relational-

Hi @Asier Vadillo

The easiest way to learn, is to practice! Other than that, Atlassian offers a loads of courses which you can find here: https://community.atlassian.com/learning/catalog?product=Jira+Service+Management

In addition there is a comprehensive documentation, which you can find here: https://support.atlassian.com/jira-service-management-cloud/resources/

Let me know if that helps!

All comments

Alex Koxaras -Relational-

Hi @Asier Vadillo

In addition there is a comprehensive documentation, which you can find here: https://support.atlassian.com/jira-service-management-cloud/resources/

Let me know if that helps!

Asier Vadillo

Hi @Alex Koxaras -Relational- ,

That may help yeah, I see that some courses are not free so this will take some time.

Do you know if the changes to the status of a request will be notified to the requester?

Thanks!

Paul Wiggers

Hello @Asier Vadillo

That is something that you can configure for yourself in the Customer Notification settings.

Screenshot 2025-10-24 at 20.20.45.png

As @Alex Koxaras -Relational- said as well, the best way to learn, is just to do. You can always revert back changes if you determine that the change isn't what you expected.

In addition, don't hesitate to turn to the community. We are always happy to help!

There are also some free resources that you can use to get familiarity with JSM

https://community.atlassian.com/learning/path/get-the-most-out-of-jira-service-management

https://community.atlassian.com/learning/path/configure-jira-service-management-for-your-teams-goals

https://community.atlassian.com/learning/path/set-up-jira-service-projects-to-enable-your-team

Good luck, you got this!

Asier Vadillo

Hi @Paul Wiggers ,

Thanks! That answer my question. I will also check those resources.

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