#Service desk queue line software#

SLAs should be time-based (not based on types of issues or issue information).

Click the SLA tab and create a new metric.

We'll look at how you might set up a simple SLA to set different resolution time goals for issues with various priority levels. The SLA designer is extremely flexible: you can make very simple SLAs or very complex ones, depending on what you need for your team.

Then save your queue! The best way to see your queue in action is to create a few test requests in your service desk project and watch them appear in queues depending on the criteria that they meet.

You can also reorder the columns by dragging the names in the box.

Lastly, choose which columns you want to appear in the queue.

For example, if you used the JIRA issue type 'Fault' to create the request types for outage issues, you might create a JQL statement that looks like this:

Next, create your JQL statement that will control which issues appear in the queue.

First give your queue a name, such as 'All urgent outages.'.

Click the Queues tab and then select New Queue.

Let's look at how you might create a new queue for your most urgent outage issues. JIRA Service Desk provides some pre-configured queues that can help you get an understanding how queues work. Queues are based on JIRA Query Language (JQL) queries that filter which issues will appear in the queue, as well as the order in which they'll be selected. You can also use queues to see, at a glance, what your team's workload is like. Queues are the tool you use to sort requests for your team. Then, JIRA Service Desk will automatically sort your request types into tabs in the Customer Portal, making it easier for customers to find exactly the type of request they need. (We think groups are helpful if you have seven or more request types.) Groups let you specify one or more category names to each request type. If you have several request types, you can use groups to organize the Customer Portal. You can also check how your portal will look for customers by clicking the link in the upper right.

The workflow statuses you'll see are the statuses associated with the JIRA issue type the request is based on.Īt any time, you can go back to the main Customer Portal tab to add more request types. You can give them more customer-friendly names, or you can give multiple statuses the same name to simplify the appearance of the process for customers.

You can also customize how the workflow updates will appear to customers by using the Workflow Statuses tab.The available fields are the fields configured in the scheme associated with the underlying issue type. You can rename the field to something more customer-friendly (for example, you might change 'Priority' to 'How urgently do you need access?'). To collect more information from the customer when he/she files the request, add another field using the Fields tab.Click Edit form to open the customization options. After you've added the request type, you can customize how the request will appear for customers in the Customer Portal.Then create a new request type by filling out the information in the starter request type line: Click the Customer Portal tab in JIRA Service Desk.Here's a high-level look at how you might set up a new request type for customers to request access to your wi-fi network. JIRA Service Desk provides a few request types that are configured for basic IT help desk scenarios.

(You can read more about how JIRA Service Desk uses JIRA issues in How JIRA and JIRA Service Desk work together. Each request type maps to a JIRA issue type. Create a request type for each of the requests you'll handleįor each request you'll handle, set up a request type in JIRA Service Desk (or modify one of the existing request types). Here's a look at the default types of requests that are pre-configured in JIRA Service Desk:Ģ. 'I need access to a system' vs 'Deploy SSH key')

Is there a way to avoid specialist terminology? (e.g.

#Service desk queue line software#

'Help with a printer', 'Help with laptop problems', 'Help with software problems' ) Can you break things down into smaller chunks? (e.g.How would your customers ask for something? (e.g.Or, if you're setting up a service desk for the first time, take some time to think about the requests you'll be handling for your customers. If you're moving from an existing help desk application, you can use your existing request categories to get started. Ready to create a service desk? 1. Make a list of the things customers ask Here's how you, your team, and your customers will work together using JIRA Service Desk: The Customer Portal in JIRA Service Desk gives you easy tools to translate your team's process into a simple interface that your customers will understand. Successful service teams have a customer focus.