Help setting up JSM

[Bindu Vasini]

Require help setting up the following:

JSM queue

Assign Sprint

Agent dashboard

Customer dashboard

Edit template for Customer portal

[Rebekka Heilmann _viadee_ · Accepted solution]

Hi @Bindu Vasini ,

that is not easily done by just one post, as I'm guessing you not only need technical advice but also some Analysis work on what you actually need.

There are lots of fantastic Atlassian Partners, like ourselves, who can help you with that. Get in touch if you require assistance.

To give you some first hints just based on what you wrote: 

Queues and Boards are all based on filters. If you know your way around basic JQL (or even the basic search), you'll be able to configure anything you need.

If you create a Sprint Board, you'll be able to assign JSM Issues to Sprints. Not sure how much sense that makes tbh, but maybe for less urgent issues?

Customers don't really have a dashboard other than their view on the requests they or someone within their organisation created. Dashboards and/or Reports are meant for Jira (Servicemangement) Users e.g. Service Desk Agents to keep track of their work, KPIs, SLAs and such.

There are multiple "templates" regarding Customer and portal (Service Request, Email Template, Canned Responses...) so you need to specify what you need help with.

Like I said: you'll not get good enough answers purely based on the few points you gave in your question and are probably best helped when contacting an Atlassian Partner.

[Nic Brough -Adaptavist-]

I strongly recommend not trying to do sprints with Service projects (it's not Just Jira - it's a bad idea everywhere).

The problem with sprinting on requests is that the sprint is a time-box, and it only works well when your teams commit to doing a set of issues, and then robustly ignore all new work.

In a service project, new work is usually arriving all the time, and a lot of it is time-sensitive - it's going to fail its SLA if it is raised early in a sprint, because the sprint team won't look at it until the end of the sprint.

A better practice is to have a Service team use SLAs and Queues to work out what should be next.  If you want a board for the team to work from, then a Kanban board is ideal - with Kanban, new issues arrive, the team prioritises them (in a service desk, it's easy to do this with SLAs), then they work on whatever is highest priority.  There's little waiting if something arrives that's a top priority - the next free agent will pick it up.  (And when your Agents get an issue that needs to go to a sprint team, use "create linked issue" to create a matched issue for the sprint team to work through their process)

But as @Rebekka Heilmann _viadee_ says, there's so much to think about here, given the very basic questions you are asking.  I would recommend talking to a partner too.  Obviously, I'm going to recommend Adaptavist Consultancy, as it's my job to help people use Atlassian stuff, and ours, but I would start with the Partner Directory

[Joseph Chung Yin]

@Bindu Vasini -

Welcome to the community.  To supplement what others have already stated, you should also refer to the following links to obtain the understandings of JSM -

https://support.atlassian.com/jira-service-management-cloud/docs/get-started-with-jira-service-management/

https://university.atlassian.com/student/catalog/list?inline_search=true&category_ids=21734&duration=&difficulty=&sort=relevance_category_sort&featured=&course_type=all&filter=&search=ITSM

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.