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Jira Service Management 11.0.0 for Windows
Jira Software 11.0.0 for Windows
Jira Service Management for Windows Features:
Jira Service Management is an IT Service Management (ITSM) software from Atlassian that helps businesses manage service requests, incidents, and problems by bringing together IT, development, and business teams on a single, AI-powered platform to deliver faster, more efficient service. It provides a centralized customer portal for requests, features for managing incidents and changes, and tools for asset and knowledge management, all built on the familiar Jira platform.
Key Features:
Service Request Management: A customer-facing service portal allows users to submit various requests (e.g., HR, IT, facilities) and track their status.
Incident Management: Tools to respond to, resolve, and learn from incidents to minimize disruption.
Problem Management: Helps group incidents, identify root causes, and record workarounds.
Change Management: Integrates with development tools to provide context around changes, helping to manage them effectively.
Knowledge Management: Enables self-service with a knowledge base so users can find answers to common questions.
Asset Management: Tracks and manages the lifecycle of assets, helping to control costs.
How it Works:
1. Centralized Portal:
Users access a single portal to find services from different teams, such as IT, HR, and Finance.
2. Request Intake:
Requests are submitted via online forms, email, or a widget, then organized into customizable queues.
3. Automated Workflows:
Workflows can be set up to assign, escalate, and automate requests, moving them between teams as needed.
4. Collaboration:
Jira Service Management connects development and operations teams, accelerating workflows and improving productivity.
5. Reporting:
Real-time reporting and analytics provide insights into team performance and service level agreement (SLA) adherence.
Benefits:
Streamlined IT Operations:
Manages ITIL processes (Incident, Problem, Change, Request) for more efficient service delivery.
Improved Collaboration:
Bridges the gap between development, operations, and business teams.
Faster Service Delivery:
Accelerates workflows and escalations to resolve issues and requests quickly.
Enhanced Customer Experience:
Provides a single place for employees and customers to get help, improving their overall experience.
Jira Service Management for Windows info:
In Jira Service Management (JSM), you use the description field to provide detailed information about a service request or incident, helping customers understand the issue and agents to diagnose and resolve it effectively. For request types, the description should clearly explain the problem, while for project descriptions, it should define the project's purpose. You can also customize the description field, add instructions, attach files, and format the text to enhance clarity and streamline the support process.
Using the Description Field for Service Requests
When a customer submits a request, they use the description field to provide crucial details:
1. Elaborate on the Issue:
A user with a broken laptop would describe the specific problem, like "Yesterday evening my laptop overheated and stopped working. I can no longer turn on the laptop".
2. Add Context:
Include any relevant background information that helps the service agent understand the situation.
3. Use Formatting and Attachments:
You can format the description with bolding, bullet points, or other options and attach files like images or logs to further explain the issue, as shown in this YouTube tutorial.
Using the Description Field for Project Descriptions
Administrators can use the description field to define a project's purpose:
1. Access Project Settings:
From the sidebar, select "More actions" (•••) next to your project's name and then choose "Project settings".
2. Edit Project Details:
Select "Details" to view the Summary section where you can add or edit the project's description.
Customizing the Description Field
Jira Service Management allows for customization to improve usability:
1. Set Field Instructions:
Administrators can add instructions to guide users on what information to include in the description field when creating a request.
2. Create Default Descriptions:
You can set a default description for custom fields to provide template information to users.
3. Manage Fields:
In the "Request form" tab of a request type, you can manage the fields customers see, including adding instructions or setting preset values for the description field.
Jira Service Management for Windows information:
To install Jira Service Management (JSM), go to my.atlassian.com to generate a new trial license for JSM Data Center, download the installer from atlassian.com/software/jira/service-desk/download, and then follow the installation wizard to set up your instance. For a cloud-based setup, you can simply sign up on the Atlassian website for a trial, which redirects you to create a new Jira Service Management project.
For Jira Data Center (Self-Managed Installation)
1. Generate a Trial License:
Log in to your Atlassian account at my.atlassian.com and navigate to the "Licenses" section to generate a new trial license for Jira Service Management Data Center.
2. Download the Installer:
Visit atlassian.com/software/jira/service-desk/download to download the appropriate installer for your operating system.
3. Run the Installer:
Execute the downloaded installer.
4. Follow Installation Prompts:
The wizard will guide you through the installation process, which includes specifying your destination and home directories, choosing TCP ports, and configuring it as a service.
5. Complete Initial Setup:
After installation, you'll need to:
Connect to a database.
Set up application properties, including a site name and URL address.
Enter your license key: obtained in step 1.
Create your administrator account.
Configure email notifications.
For Jira Service Management Cloud (SaaS)
Sign Up for a Trial: Go to the Atlassian website and sign up for a free trial of Jira Service Management.
Create a Service Project: You will be automatically redirected to create a new project.
Choose a Template: Select an out-of-the-box template, such as an IT Service Management template, to get started.
Name Your Project: Provide a name for your new project and select the team type.
Start Using JSM: Once the project is created, you will be redirected to the Jira Service Management platform to begin using it.
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