Course Taxonomy: Atlassian

Onboard to Confluence Cloud

Posted on July 13, 2026 by -

Course Introduction & Objectives

Module 1: Start Working in Confluence

  • What is confluence
  • Navigate Confluence
  • Explore content and spaces
  • Customize personal settings

Lab 1: Apply real-world Confluence skills by locating information efficiently, organizing work within spaces, exploring and managing content, and tailoring your personal experience to stay informed without information overload

Module 2: Create and Collaborate on Pages and Live Documents

  • Create a page or live doc
  • Edit and format
  • Use Rovo to generate content
  • Collaborate with others

Lab 2: Create, format, generate, and refine content while collaborating with teammates in real time

Module 3: Enhance Pages and Live Docs

  • Add rich content
  • Use smart links
  • Use common macros
  • Use Confluence with other apps

Lab 3: Enhance content with rich media, embedded resources, dynamic page elements, and connected applications.

Module 4: Manage and Share Content

  • Publish, update, and view versions
  • Set permissions
  • Share content

Lab 4: Manage content throughout its lifecycle by publishing updates, reviewing version history, controlling access, and sharing information with the right audiences

Module 5: Organize and Find Content

  • Organize content within a space
  • Archive and delete content
  • Search content and Spaces

Lab 5: Improve content findability by organizing information effectively, maintaining content hygiene, and using multiple search methods to locate information quickly

Module 6: Use Confluence Whiteboards

  • Create a Whiteboard
  • Use a Whiteboard
  • Use Rovo with Whiteboards
  • Share a Whiteboard

Lab 6: Create visual workspaces to brainstorm, plan, and collaborate, then use AI-assisted features and sharing options to turn ideas into action

Conclusion

  • What will you implement?
  • Q&A
  • Feedback

Onboard to Jira Cloud

Posted on July 13, 2026 by -

Introduction & Objectives

Module 1: Navigate Jira Cloud

  • Introduction to Jira Cloud
  • Jira Cloud interface and navigation
  • Understanding the sidebar and key navigation elements
  • Accessing projects and work areas
  • Working within a Jira environment

Lab 1: Log Into Your Lab Site – Access and successfully log into your Jira Cloud sandbox environment

Module 2: Manage Work in Jira

  • Understanding work items
  • Creating work items
  • Updating and managing work items
  • Tracking progress
  • Working with team workflows

Lab 2: Create and Manage Work Items – Create, update, and track work items in Jira

Module 3: Find the Work Items You Need

  • Searching for work items
  • Using filters
  • Locating assigned work
  • Saving and reusing searches
  • Organizing work visibility

Lab 3: Search and Filter Work – Find work items using search and filtering tools

View and Create Dashboards

  • Introduction to Jira dashboards
  • Dashboard components and gadgets
  • Creating dashboards
  • Customizing dashboard views
  • Monitoring work through dashboards

Lab 4: Build a Jira Dashboard – Create and customize a dashboard tto monitor work and progress

Conclusion

  • What will you implement?
  • Q&A
  • Feedback

Onboard to Rovo

Posted on May 13, 2026 by -

Module 1: Get Started with Rovo

  • Overview of Rovo capabilities
  • Navigating the interface and setup basics

Module 2: Find Information with Search

  • Using natural language to search
  • Discovering insights across connected tools

Module 3: Prompting Best Practices

  • Writing effective AI prompts
  • Tips for clear, accurate results

Module 4: Generate and Improve Content

  • Creating content with Rovo
  • Refining and enhancing outputs

Module 5: Find and Use Agents

  • Exploring available agents
  • Using agents to streamline tasks

Module 6: Build Custom Agents & Automations

  • Creating simple agents
  • Automating everyday workflows

Advanced Asset Management in Jira Service Management

Posted on December 3, 2025 by -

Module 1: Course Introduction & Context

Purpose & scope of the course

    • Why advanced asset management matters in JSM: linking assets, CIs, service context.
    • Course outcomes: deeper object schema design, advanced searches, automation, integrations. Atlassian University+1

Audience, prerequisites & training logistics

    • Intended for Assets/Admin specialists, Jira admins, ITAM/CMDB practitioners. Techtime+1
    • Pre-req: experience in Assets (or completion of Essentials), basic Jira admin skills.

Module 2: Advanced Object Schema & Type Architecture

Designing scalable object schemas

    • Partitioning data, logical schemas for different teams or domains.
    • Naming conventions, hierarchy, governance.

Object types and complex attribute modeling

    • Inheritance, child/parent relationships, status attributes, lifecycle fields.
  • Connecting object types via references and modeling many-to-many relationships.
    • Exercise: Define a multi-domain schema (e.g., Hardware + Software + Contracts) with interlinked object types

Advanced configuration of attributes and reference fields

  • Global vs schema-specific fields, reference attributes to other object types, dynamic picklists.
    • Lab: Create multiple object types and define complex attribute schemas with references

Module 3: Advanced Data Import & Integration

Data import strategies for large/complex datasets

    • CSV, JSON, REST API, synchronized imports, external data sources.
  • Mapping object types, attributes, references during import.
    • Exercise: Import a CSV dataset mapping “Device → Owner → Department” including references

Synchronisation and integration best practices

  • Scheduled imports, data management, handling updates, dealing with legacy systems.
    • Lab: Configure a recurring import and sync process for asset data from external system

Module 4: Advanced Search, AQL & JQL Integration

Advanced AQL (Assets Query Language) usage

    • Inbound/outbound references, dot-notation, nested queries.
  • Combining filters and objects for precise asset retrieval.
    • Exercise: Write an AQL query selecting all devices whose “Owner” is in a specified department and status = “In Service”

JQL + AQL combined scenarios

  • When to use JQL vs AQL, linking issues and asset queries, retrieving issues based on asset criteria.
    • Lab: Create a dashboard gadget or filter that shows issues linked to assets matching AQL criteria

Module 5: Automation & Workflow Integration

Automation rules leveraging Assets objects

    • Triggers on object creation/update, issue transitions, scheduled events.
  • Actions: update object attributes, create linked issues, send notifications.
    • Exercise: Build an automation rule that when a new device object is created with status “Retired”, alerts the procurement team

Workflow and issue-type integration

  • Embedding asset object fields in issue view, auto-population, syncing asset changes with issue events.
    • Lab: Configure a service request workflow that updates device object fields when the request is resolved

Module 6: Advanced Reporting, Visualization & Metrics

Assets reporting for enterprise view

    • Pre-built dashboards (objects by attribute, objects over time, work items linked to objects).
  • Custom report creation: using filters, AQL, time-based metrics.
    • Exercise: Create a custom report showing number of devices by status over last 12 months, grouped by department

Visualization & service-map integration

  • Graph views of object relationships, usage in incident or service request context, linking service registry to assets.
    • Lab: Build a service map visualization showing dependencies between business services and hardware assets

Module 7: Governance, Best Practices & Value Realization

Data governance and audit controls

  • Roles/permissions, data ownership, data quality, periodic audits.
    • Exercise: Develop an audit checklist for Asset object schema and object type integrity

Demonstrating value of asset management

  • Key performance indicators (KPIs), asset lifecycle metrics, cost-control, risk reduction.
    • Lab: Present a storyboard or dashboard summarizing key asset KPIs for leadership review

Future considerations: scaling, integrations, CMDB evolution

    • Multi-domain asset models (ITAM, EAM), federated data, platform integrations.

Module 8: Course Wrap-Up & Next Steps

Recap of core learnings

    • Review of schema design, advanced search/automation, reporting, governance.

Next steps and resources

  • Suggested further learning paths (e.g., Jira admin, ITSM, Confluence integrations).
    • Exercise: Create a personal action plan for implementing advanced asset management in your organisation

Asset Management Essentials

Posted on December 3, 2025 by -

Course Overview

Introduction to the Course

  • Purpose of the course and structure

assetsess-cld-sg-2025-07-14 Gui…

  • Overview of the topics covered

Learning Objectives

  • Navigate the Assets interface and object schemas
  • Create and configure object types and attributes
  • Understand roles and permissions
  • Use search methods including AQL
  • Import data from external sources
  • Configure automation rules
  • Use Assets reporting capabilities

assetsess-cld-sg-2025-07-14 Gui…

Activity:

  • None in this module

Assets Overview

What is Assets?

  • Definition of Assets in Jira Service Management
  • Assets as EAM, CMDB, and ITAM systems

assetsess-cld-sg-2025-07-14 Gui…

What Assets Can Track

  • Physical goods, software, intellectual property, employees, and more

Configuration Items (CIs) and Relationships

  • Physical, logical, and conceptual CIs
  • Understanding relationships and dependencies within a CMDB

Activity:

  • Lab 2 – Starting your lab environment (10 min)

assetsess-cld-sg-2025-07-14 Gui…

Assets Basics

User Interface Navigation

  • Accessing Assets
  • Understanding object schema list, hierarchy, and object views
  • Switching between list and detail views

assetsess-cld-sg-2025-07-14 Gui…

Basic Building Blocks

  • Object schema
  • Object types
  • Attributes
  • Objects

assetsess-cld-sg-2025-07-14 Gui…

Roles and Permissions

  • User, Developer, Manager, Assets Admin, Jira Admin
  • Responsibilities and restrictions for each role

assetsess-cld-sg-2025-07-14 Gui…

Activity:

  • None listed specifically for this module

Creating Object Types and Attributes

Planning Before Creating Schemas

  • Importance of planning schemas and naming conventions

assetsess-cld-sg-2025-07-14 Gui…

Creating Object Schemas

  • Steps to create schemas
  • Schema description and icon selection

Creating Object Types

  • Parent-child typology
  • Inheritance and hierarchy considerations
  • Best practices for naming

assetsess-cld-sg-2025-07-14 Gui…

Creating Attributes

  • Attribute types: text, number, date, status, object references
  • Global vs schema-level attribute values

assetsess-cld-sg-2025-07-14 Gui…

Activity:

  • Lab 3 – Creating Object Types and Attributes (based on structure but lab not shown in snippet)*

Connecting Object Types

Object References

  • Outbound and inbound references
  • How object-based attributes form connections

Visualizing Relationships

  • Using graph view for dependency visualization
  • Viewing schema graph for entire object schema

assetsess-cld-sg-2025-07-14 Gui…

Best Practices

  • How references affect search and reporting
  • Example: Business Services referencing Confluence

Activity:

  • Lab 5 – Connecting Object Types (15 min)
    • Connect Employee → Office
    • Connect Teams → Department
    • Connect System → System Owner
    • Connect Computer → Employee

assetsess-cld-sg-2025-07-14 Gui…

Searching and Basic AQL

Search Methods

  • Object schema quick search
  • Global search
  • Basic vs advanced search (AQL)

assetsess-cld-sg-2025-07-14 Gui…

Filtering Objects

  • Filtering based on attributes
  • Limitations of basic filtering

Writing Basic AQL Queries

  • Searching based on attribute values
  • Using object references in queries
  • Export objects to CSV from search results

assetsess-cld-sg-2025-07-14 Gui…

Activity:

  • Lab 6 – Searching in Assets (15 min)
    • Execute basic AQL
    • Use global search

Importing Data

Understanding Imports

  • Manual imports vs REST API imports
  • When importing is useful (ERP data, HR data, etc.)

assetsess-cld-sg-2025-07-14 Gui…

Creating Import Configurations

  • File upload
  • Mapping attributes
  • Mapping references

Executing and Validating Imports

  • Verifying imported objects

Activity:

  • Lab 7 – Importing Data (from lab workbook structure)

Assets Automations

Overview of Automation in Assets

  • Global automation configuration
  • Triggers, conditions, and actions

AQL in Automations

  • Using Lookup Objects to pull related assets
  • Using smart values to fetch attributes

assetsess-cld-sg-2025-07-14 Gui…

Example Workflows

  • Auto-populate fields based on selected asset

Activity:

  • Lab 8 – Assets Automation (15 min)
    • Create automation triggered when a new Employee is created
    • Update object fields automatically

assetsess-cld-sg-2025-07-14 Gui…

Reporting in Assets

Using the Reports Dashboard

  • Pre-configured charts
  • Objects by attribute
  • Work items linked to objects
  • Objects over time
  • Attribute analysis

assetsess-cld-sg-2025-07-14 Gui…

Filters

  • Global filters (apply to all reports)
  • Report-specific filters

Confluence Macro for Assets

  • Displaying filtered Assets lists using AQL
  • Selecting attributes for display
  • Auto-sync behavior

assetsess-cld-sg-2025-07-14 Gui…

Activity:

  • Lab 9 – Assets Reporting (10 min)
    • Explore dashboard
    • Configure “Objects by attribute” report
    • Configure “Compare object type attributes” report

Atlassian Service Request Management Essentials

Posted on December 3, 2025 by -

Module 1: Course Overview

Introduction to the Course

    • Purpose, goals, and expected outcomes.
    • Overview of Jira Service Management capabilities.
    • Explanation of how Service Request Management fits within ITSM practices.

Learning Objectives

    • Create and manage service projects.
    • Set up a self-service knowledge base.
    • Automate common service processes and asset management.
    • Measure and improve service performance through reporting.

Module 2: Introduction to Service Request Management

Lab 2: Introduction to Service Request Management

Understanding Service Request Management

    • Role of request management in ITSM.
    • Request types, queues, and customer portals.
    • Project templates and configuration overview.

Creating and Managing a Service Project

    • Setting up a new service project using templates.
    • Navigating the project sidebar (Queues, Channels, and Settings).
  • Understanding company-managed project structure.
    • Exercise 1: Create a Service Project
    • Create a new HR Service Management project.
    • Verify project settings and queues.

Handling Service Requests

    • Submitting and viewing requests via the portal.
    • Understanding request lifecycle and status transitions.
  • Agent vs. customer perspective.
    • Exercise 2: Create and View a Service Request
    • Submit a request in the customer portal.
    • Assign and resolve a request as an agent.
    • Explore queues and workflow visualization.

Module 3: Setting Up a Knowledge Base for Self-Service

Lab 3: Knowledge Base Setup and Configuration

Creating and Organizing Content

    • Linking a Confluence knowledge base.
    • Writing and labeling knowledge articles.
  • Creating categories and featured content.
    • Exercise 1: Create and Organize Knowledge Base Content
      • Create Confluence space and add help articles.
      • Apply labels and macros (Filter by label).
      • Organize articles by category (e.g., Benefits, Expenses).

Verifying Knowledge Base Integration

    • Customer experience in the Help Center.
  • Article suggestion and search functionality.
    • Exercise 2: Verify the Knowledge Base
      • Test article visibility from portal and agent views.
      • Share an article as a comment in a request.

Configuring Knowledge Base Settings

    • Linking multiple spaces and managing permissions.
    • Controlling article suggestions by request type.
  • Label-based filtering for relevant results.
    • Exercise 3: Configure Knowledge Base
      • Add new space (HR Policies).
      • Adjust article suggestion and visibility rules.

Running Knowledge Base Reports

    • Measuring request deflection and resolution rates.
  • Interpreting report metrics for optimization.
    • Exercise 4: Run Reports
      • Run “Requests Deflected” and “Requests Resolved” reports.
      • Review article engagement data.

(Optional) Exercise 5: Make Knowledge Base Public

    • Configure Confluence and Jira for public access.
    • Test anonymous access and customer portal visibility.

Module 4: Automating Service Requests

Lab 4: Create and Manage Automation Rules

Introduction to Automation

    • Benefits of automation in service delivery.
    • Triggers, conditions, and actions in Jira automation.

Automating Onboarding Processes

    • Creating rules for cross-department collaboration.
  • Linking service projects and automating task creation.
    • Exercise 1: Automate New Employee Onboarding
      • Create automation that generates IT requests from HR submissions.
      • Validate through linked issue creation.

Monitoring and Troubleshooting Automation

    • Using the audit log to verify rule execution.
  • Debugging failed automation runs.
    • Exercise 2: View the Audit Log

Module 5: Automating Asset Management

Lab 5: Asset Management and Automation

Exploring Assets in Jira

    • Understanding Assets schemas and object types.
  • Linking people, devices, and departments.
    • Exercise 1: View Assets
      • Explore People schema and object graph relationships.

Creating Custom Asset Fields

    • Configuring Asset object fields with filters.
  • Linking assets to request types.
    • Exercise 2: Create Asset Field and Request Type
      • Add “Affected Laptop(s)” field to service request form.

Automating Asset Updates

    • Auto-populating asset fields based on reporter or request type.
  • Setting status or updating asset attributes.
  • Exercise 3: Create Rule to Populate Asset Data
    • (Optional) Exercise 4: Create Rule to Update Asset Status

Module 6: Improving and Reporting on Service Request Management

Lab 6: Reporting and Continuous Improvement

Running Default Reports

    • Key service metrics: workload, satisfaction, and deflection.
  • Using Reports to measure team and customer experience.
    • Exercise 1: Run Default Reports
      • Run Workload, Satisfaction, Requests Deflected, and Requests Resolved reports.

Creating and Editing Custom Reports

    • Tailoring Created vs. Resolved reports.
    • Filtering data for service request types.

      Exercise 2: Run and Edit Custom Reports

 

Building Advanced Reports

    • Tracking SLA performance and response rates.
    • Custom visualizations for management review.

                             Exercise 3: Create a New Custom Report

      • Add Time to First Response % Met and Time to Resolution % Met metrics.

Atlassian Cloud Organization Administration

Posted on October 28, 2025 by -

Course Overview

Goals:

·      Define Atlassian cloud organizations, sites, and apps.

·      Identify different admin roles (Org Admin, Site Admin, User Access Admin, App Admin).

·      Understand user and access management.

·      Differentiate subscription plans.

·      Learn about Atlassian Guard (security/governance) and advanced features.

·      Pre-reqs: Basic Jira/Confluence knowledge.

Introducing Cloud Administration

Org structure:

·      An organization contains sites, users, and apps.

·      Org Admins manage users, security, and subscriptions in the admin hub.

Admin roles:

·      Org Admin: global control of users, domains, and SSO.

·      Site Admin: manages apps, billing, access requests.

·      User Access Admin: manages user access for a specific app.

·      App Admin: configures app-level settings (global permissions, backups, workflows).

·      Key takeaway: Different admin layers allow delegation without giving full org control.

 

Setting Up Your Organization and Site

·      Atlassian accounts: Required for access; can be created new or claimed from an existing account.

·      Creating orgs & sites: Automatic when signing up for an app; can host multiple apps under one site.

·      URLs: Site URLs unique but can be updated (3x max). Custom domains available in Premium/Enterprise.

·      Billing models: Original vs. improved billing; requires billing admins/technical contacts.

·      Deleting/renaming orgs & sites: Requires removing subscriptions first.

·      Key takeaway: Flexible setup but requires careful billing and domain management.

 

Users and Access

User management:

·      Invite via email, group, or approved domain.

·      Access controlled by default groups (e.g., jira-users, confluence-users).

·      Licensing:

·      Users consume licenses if they have app access and are active.

·      Admin roles don’t always consume licenses.

·      Access options: Invitation links, approved domains, user invites.

·      Suspension vs. removal: Suspended users retain group memberships but lose access; removed users fully deleted.

·      Key takeaway: Group-based access management is scalable; licensing depends on access, not role.

Managed Accounts

·      Definition: Accounts under a verified domain, claimed by the organization.

·      Features:

·      Enforce 2FA, reset passwords, revoke tokens.

·      Update user details centrally.

·      Deactivate/delete accounts.

·      Impact: Ensures lifecycle control, compliance, and security.

·      Key takeaway: Verifying domains and claiming accounts is critical for enterprise governance.

Premium and Enterprise Plan Features

·      Cloud plans: Free, Standard, Premium, Enterprise.

·      Premium: Sandbox environments, release tracks, IP allowlisting, advanced analytics, Atlassian Intelligence (AI).

·      Enterprise: Multiple sites, centralized billing, Guard Standard included, unlimited automation, enhanced SLAs.

·      Atlassian Intelligence (Rovo): AI-powered search, chat, and automation across Jira, Confluence, Slack, Google Drive, etc.

·      Key takeaway: Premium enhances control and testing; Enterprise focuses on scale, security, and advanced governance.

 

Advanced Features

Atlassian Guard:

·      Standard: SSO, user provisioning, 2FA, audit logs.

·      Premium: Adds data classification, threat detection, advanced audit.

·      Cloud Admin APIs: Automate org management (user lifecycle, audit logs, provisioning).

·      Application tunnels: Secure connection between cloud orgs and on-prem apps.

·      App requests: Control whether users can sign up for new apps, require admin review.

Jira Administration Part 2

Posted on July 21, 2025 by -

1. Mapping Your Business into Jira

  • Importance of business analysis before configuration
  • Goals: reduce rework, improve efficiency, encourage adoption
  • Approach: Discover → Map → Implement
  • Stakeholder engagement: interviews, MoSCoW prioritization, process diagrams
  • Case study: Teams in Space – cleanup and standardization of messy Jira instance

Lab 1 – Mapping Business Requirements into Jira

  • Cloud: View Teams in Space requirements (5 min)
  • Data Center: Start lab VM & view requirements (5 min)

2. Assigning Project Roles & Sharing Schemes

  • Identifying Scrum vs. business team roles
  • Jira roles: Administrators, Project Lead, Default Assignee, Board Administrators
  • Mapping team roles to Jira roles & permissions
  • Teams in Space case: restricting developer admin rights, designating Scrum Master as Lead
  • Shared schemes: benefits (consistency, reduced admin overhead, performance) vs. drawbacks (less flexibility, stakeholder involvement)

Lab 2 – Assigning Roles & Sharing Schemes

  • Assign project roles (40–50 min)
  • Create a standard project as a baseline
  • Share schemes across projects

3. Configuring Work/Issue Types, Fields & Screens

  • Creating work/issue types and custom fields
  • Best practices: reuse fields, avoid unnecessary customization
  • Screen schemes and field configurations
  • Mapping screens to operations (Create/Edit/View)
  • Case study application: aligning Teams in Space work types to new schemes

Lab 3 – Configuring Work/Issue Types, Fields & Screens

  • Cloud: 1h 20m
  • Data Center: 2h 10m
  • Create fields, configure screen schemes, apply field configurations

4. Configuring Screens & Schemes (Cloud only)

  • Field configuration schemes
  • Workflow schemes
  • Notification & permission schemes
  • Work item/issue security schemes

Lab 4 – Configuring Screens & Schemes (1h, Cloud only)

5. Creating & Configuring Workflows

  • Workflow elements: statuses, transitions, conditions, validators, post functions
  • Workflow schemes: associating workflows with work/issue types
  • Best practices: keep workflows simple, avoid over-engineering, encourage reuse

Lab 5 – Creating & Configuring Workflows

  • Cloud: 1h 15m
  • Data Center: 1h 25m
  • Build workflows for bugs, stories, and other issue types; implement workflow schemes

6. Configuring Board & Sprint Permissions

  • Role of board administrators
  • Configuring permissions for Scrum Masters vs. team members
  • Aligning permissions with Teams in Space governance model

Lab 6 – Configuring Board & Sprint Permissions

  • Cloud: 40 min
  • Data Center: 1h

7. Configuring Email Notifications (Cloud only)

  • Notification schemes overview
  • Mapping project roles to notifications
  • Balancing notification overload vs. missing key updates

Lab 7 – Configuring Email Notifications (25 min, Cloud only)

8. Applying New Configurations to Projects

  • Applying schemes to new projects
  • Migrating existing projects to new standardized schemes
  • Cleaning up unused schemes
  • Teams in Space: enforcing standardization going forward

Lab 8 – Applying New Configurations to Projects

  • Cloud: 1h
  • Data Center: 55 min

Jira Administration Part 1

Posted on July 21, 2025 by -

1. Course Overview

  • Learning objectives:
    • Hierarchy of cloud administration
    • Configure Jira settings
    • Global permissions
    • Company-managed projects
    • Jira schemes basics
    • Project permissions and roles
  • Prerequisites (Jira Essentials with Agile Mindset or equivalent)
  • Course schedule (4 hours total)

2. Configuring Jira

  • Jira administration hierarchy (Org, Site, User, Product Admin roles)
  • Key admin tasks:
    • Integrating products & apps
    • Branding look & feel
    • Setting default language
    • Time tracking configuration
    • Audit log configuration

Lab 2 – Configuring Jira (20 min)

  • Exercise 1: Explore application links & apps
  • Exercise 2: Brand Jira
  • Exercise 3: Configure auditing
  • Optional Exercise 4: Explore configuration settings

3. Configuring Global Permissions

  • Difference between global vs. project permissions
  • Global permissions overview:
    • Administer Jira
    • Browse users & groups
    • Share dashboards & filters
    • Manage group filter subscriptions
    • Make bulk changes
    • Create team-managed projects
  • Assigning/removing permissions from groups
  • Risks of assigning to "Public"

Lab 3 – Configuring Global Permissions (15 min)

  • Exercise 1: Removing and adding global permissions

4. Jira Projects Overview

  • Company-managed vs. team-managed projects
  • Project templates (software, business, service management)
  • Jira project concepts:
    • Work items & types (bug, task, story, epic, sub-task)
    • Work item fields
    • Workflows & boards
    • Project categories
    • Project trash & archiving

5. Creating & Configuring Company-Managed Projects

  • Creating projects (templates, naming, categories, shared configs)
  • Project workflows (simplified vs. complex)
  • Fields and screens (adding, editing, layouts)
  • Schemes overview (workflow schemes, reusability, project association)

Lab 5 – Creating & Configuring Company-Managed Projects (35 min)

  • Exercise 1: Create a project
  • Exercise 2: Edit project details
  • Exercise 3: Update workflow
  • Exercise 4: Update fields and screens
  • Exercise 5: Add work type

6. Configuring Company-Managed Project Permissions

  • Permission types (project, work items, comments, attachments, time tracking, etc.)
  • Permission schemes: structure, reuse, examples
  • Default permission schemes (software, business)
  • Open vs. restricted schemes
  • Public permissions considerations

Lab 6 – Configuring Project Permissions (30 min)

  • Exercise: Create and edit a permission scheme

7. Configuring Company-Managed Project Roles

  • Understanding roles (administrators, project leads, users, custom roles)
  • Role-based permission assignment
  • Best practices for managing roles across projects

Lab 7 – Configuring Project Roles (30 min)

  • Exercise: Add/remove project roles
  • Exercise: Assign permissions to roles

Managing Jira Service Projects (JSM)

Posted on July 18, 2025 by -

Course Introduction

  • Course Goals and Learning Objectives
  • Prerequisites and Success Guidelines
  • Course Schedule and Structure
  •  Lab 1 – Logging into your site

Creating a Service Project

  • Overview of Jira Service Management
  • Service Project Use Cases (IT, HR, Internal Teams)
  • Jira Roles and Responsibilities (Admins, Agents, Customers)
  • Creating and Configuring a Service Project
  • Lab 2 – Creating a Service Project

Requests and Queues

  • Setting Up and Customizing Request Types
  • Forms and Field Customization
  • Customizing Workflow Statuses
  • Creating and Managing Queues
  • Best Practices for Portal Usability
  • Exercise 1 – Setting Up Request Types
  • Exercise 2 – Creating & Managing Queues
  • Lab 3 – Requests & Queues

Configuring SLAs

  • SLA Components (Metrics, Goals, Timeframes)
  • Preconfigured and Custom SLA Examples
  • SLA Calendars and Global Support Models
  • Monitoring SLAs with Reports, JQL, and Dashboards
  • Exercise 1 – Configuring SLAs
  • Exercise 2 – Creating an SLA Monitoring Dashboard
  • Lab 4 – Configuring SLAs

Using a Knowledge Base

  • Benefits of a Knowledge Base for Customers and Agents
  • Integrating Confluence with Jira
  • Configuring Article Suggestions and Access
  • Creating and Sharing Knowledge Base Articles
  • Exercise 1 – Using a Knowledge Base
  • Lab 5 – Using a Knowledge Base

Customizing Email Channel & Customer Portal

  • Setting Up and Customizing the Email Channel
  • Customizing Notifications and Request Type Mapping
  • Branding the Customer Portal
  • Branding the Global Help Center
  • Exercise 1 – Branding Your Customer Portal
  • Optional Exercise 2 – Branding Your Help Center
  • Optional Exercise 3 – Changing Your Project Logo
  • Lab 6 – Branding Your Customer Portal

Adding Users to Your Service Project

  • Adding and Managing Agents
  • Adding Customers and Customer Organizations
  • Configuring Customer Permissions
  • Involving Jira Users in the Workflow
  • Exercise 1 – Adding Users to Your Service Project
  • Exercise 2 – Adding Customers to Your Service Project
  • Lab 7 – Adding Users to Your Service Project

Automating Your Service Project

  • Overview of Jira Automation and Its Benefits
  • Building Automation Rules (Triggers, Conditions, Actions)
  • Using Smart Values and Rule Testing
  • Jira Service Management Template Rules and Advanced Triggers
  • Exercise 1 – View Jira Service Management Automation
  • Exercise 2 – Create a New Jira Service Management Automation Rule
  • Exercise 3 – Setting Up a New Preset Automation Rule
  • Exercise 4 – Troubleshooting Automation Rules & SLAs
  • Lab 8 – Automating Your Service Project