When you were new to JSM what was something you wished you better understood?

[Brant Schroeder]

I thought I would get the group rolling on a discussion to help new JSM users out.  Share your insights on this post to help out new JSM users.  

One item I always think is important to understand is the difference between Team and Company managed projects.  I often see individuals setup multiple service management projects only to have to adjust them as their try to stream line policy or management of the service desks.  The following is great documentation to help new users understand the difference.  Reading this before implementing any service management projects is always a great idea. https://support.atlassian.com/jira-service-management-cloud/docs/learn-the-differences-between-classic-and-next-gen-projects/

[John Funk]

Hi Brant - Great question!

I wish I understood customer permissions better and how they relate to licensed users. 

[Dan Breyen]

The difference between Service Requests, Incidents, Problems, & Changes.