learning path

Configure Atlassian tools for effective service management

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duration

4 hours and 45 minutes

role

Jira Service Management Project Admin

level

Intermediate

product

Jira Service Management
Confluence

Build an efficient, transparent team

The following short, self-paced courses will help you organize, track, and view customer requests in company-managed and team-managed service projects. You’ll learn how to customize your help center and portals, share helpful articles and let customers self-serve with a Confluence knowledge base, and represent your team’s work using workflows. Then, you’ll explore how Jira automation can help you save time while boosting efficiency and how to use reports and dashboards for greater team transparency.
This learning path is for:
  • Aspiring Jira service project admins
  • Experienced Jira service project admins looking to validate their knowledge
The availability of features and functionality shown in this learning path depends on your product subscription. To learn more about Atlassian product subscriptions, visit our FAQs.

6 courses in this learning path

50 minutes
Manage work types and fields in service projects

Explore ways to organize, track, and view requests in company-managed and team-managed service projects. Then, configure layouts according to team and customer needs.

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Lessons
  • Explore work types, fields, and screens in company-managed projects
  • Use schemes to standardize company-managed projects
  • Configure how fields appear on work items in company-managed projects
  • Configure work types, fields, and layouts in team-managed projects
  • Accelerate request management using AI
  • Customize card layouts for a Jira board
25 minutes
Track customer requests with the portal and notifications

Customize your help center and portals, explore how customers can communicate with your service team, and make choices about how to receive customer requests.

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Lessons
  • Brand your customer portal and help center
  • Receive requests with forms and email
  • Configure customer notifications in Jira Service Management
  • Use forms to collect specific information for a request type
45 minutes
Help customers self-serve with a Confluence knowledge base

Support customers and team members by sharing helpful articles and letting customers self-serve with a Confluence knowledge base.

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Lessons
  • Use a knowledge base to support users and agents
  • Build a knowledge base that meets your customers' needs
  • Configure knowledge base access and permissions
  • Create knowledge base articles
  • Use reports for knowledge base management
50 minutes
Configure workflows and notifications in Jira projects

See your team’s work items at a glance and map progress with workflows. Then create basic and complex workflows, navigate workflow editors, and configure internal notifications in team-managed projects.

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Lessons
  • What are workflows in Jira?
  • Create basic workflows in Jira
  • Create complex workflows in Jira
  • Best practices for creating workflows in Jira
  • Configure internal notifications in team-managed projects
1 hour and 10 minutes
Streamline service projects with Jira automation and integrations

Build rules to automate simple tasks in Jira — no coding required. With automation, you can save time on repetitive tasks, extend Jira’s functionality, keep your team informed outside of Jira, and more.

Get started
Lessons
  • What is automation?
  • Build simple automation rules
  • Create automation rules using natural language
  • Create complex automation rules with smart values and branches
  • Best practices for managing automation rules
  • Discover new apps and integrations for Jira
45 minutes
Track and improve service metrics within and across teams

Gain insight into your team’s work progress and performance with reports, display the information you need by customizing dashboards, and fine-tune the information displayed in your gadgets with filters.

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Lessons
  • Reporting in Jira Service Management
  • Create basic dashboards in Jira
  • Configure advanced Jira dashboards
  • Configure data sources for Jira dashboards
  • Share dashboards in Jira
  • Monitor SLAs and requests with JQL functions

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