This was a very helpful video. The one thing I feel is missing is automatic time tracking on tickets when active. I gather there are external solutions but with Jira in a more traditional usage, there is a start timer button in systems I’ve used. I didn’t understand why Atlassian wouldn’t include such a basic functionality as tracking actual time spent (without more clicks to enter, or “remembering”). Ideally we want an agent top open a ticket for response which starts a timer, they work on the issue outside of that browser window, and when they update notes or status the timer records the actual time spent. At any rate, we need automatic time tracking to create metrics appropriately particularly for a more traditional helpdesk. Only recording resolution and response times doesn’t give us the big picture, which is why most service desk software includes timers. Maybe I am missing it?
Thank you for your comment and questions. Expium is hosting a free ITSM forum on August 24th, 2021. You can register directly to our ITSM form by using the link below. You'll be able to ask your question live with not only one of our Expium experts but members of the Atlassian community as well. We hope to see you there! us02web.zoom.us/webinar/register/WN_OqAFtWlQQOGvEKLyMDQYHA Please feel free to reach out to team@expium.com if you are unable to make the event and we can get you connected.
@@ValiantysGroup ah damn, I wish I saw this a week ago. We are looking at JSM at the moment but have some gotcha I cant find a way around. i.e. We have some loooong lists to populate in Select Lists and it doesn't look like there is an easy way for this to happen - i.e. lookup tables.
Hi, at 18:30 of the video you can filter by priority, who sets this priority? The customer when opening the ticket or the service provider when receiving the ticket?
Priority shows up in multiple places when looking at queues in Jira. The first is the "Priority" field which can be selected by the agent during triage when in a new ticket comes in or you can choose to put the priority field out on the portal where the customer can select it however you then run the risk of customers always selecting the highest priority for their ticket. The second, is the order in which we "prioritize" our tickets in a queue. This can be done a number of ways, by SLA time remaining, by ticket type, by the aforementioned Priority field or by any other field in the instance. And third, once we have our queues built, we can prioritize which queues are most important over on the left sidebar. This function is controlled by the Project Administrator and allows them to move queues to up and down the list depending on priority. Hopefully that clarifies things a little bit!
Hi Syed. To add an attachment field to a request type, navigate to Project Settings (bottom left), Request types, click on the request type that needs the attachment field, select the Request form tab, and drag the attachment field over to the form from the Fields options on the right. This is also outlined within Atlassian's documentation which can be found here: support.atlassian.com/jira-service-management-cloud/docs/customize-the-fields-of-a-request-type/
Great question! Opsgenie is a modern incident management platform that ensures critical incidents are never missed, and actions are taken by the right people in the shortest possible time. Opsgenie receives alerts from your monitoring systems and custom applications and categorizes each alert based on importance and timing. Read more here: www.atlassian.com/software/opsgenie/what-is-opsgenie or feel free to message us at team@expium.com
Great Content. Thanks for Sharing
Thanks for the video. It was very useful, especially to see the relationship between issue types and request types.
i am using sevicedesk api to fetch article from knowledge base,for that i need Servicedesk id,where i found service deskid
Excellent content 👍🏽
Thanks for sharing!
Our pleasure!
Great video. Liked and shared!
Thanks for sharing!
thanks
Nice content
Thank you!
This was a very helpful video. The one thing I feel is missing is automatic time tracking on tickets when active. I gather there are external solutions but with Jira in a more traditional usage, there is a start timer button in systems I’ve used. I didn’t understand why Atlassian wouldn’t include such a basic functionality as tracking actual time spent (without more clicks to enter, or “remembering”). Ideally we want an agent top open a ticket for response which starts a timer, they work on the issue outside of that browser window, and when they update notes or status the timer records the actual time spent. At any rate, we need automatic time tracking to create metrics appropriately particularly for a more traditional helpdesk. Only recording resolution and response times doesn’t give us the big picture, which is why most service desk software includes timers. Maybe I am missing it?
Thank you for your comment and questions. Expium is hosting a free ITSM forum on August 24th, 2021. You can register directly to our ITSM form by using the link below. You'll be able to ask your question live with not only one of our Expium experts but members of the Atlassian community as well. We hope to see you there! us02web.zoom.us/webinar/register/WN_OqAFtWlQQOGvEKLyMDQYHA
Please feel free to reach out to team@expium.com if you are unable to make the event and we can get you connected.
@@ValiantysGroup ah damn, I wish I saw this a week ago. We are looking at JSM at the moment but have some gotcha I cant find a way around. i.e. We have some loooong lists to populate in Select Lists and it doesn't look like there is an easy way for this to happen - i.e. lookup tables.
@@stevenls9781 Feel free to reach out to me at kylie.braun@expium.com and I'll be happy to help!
How can we add additional properties items to an organization?
Thanks for reaching out! We appreciate your question, but could we get some more context pertaining to the functionality you're referring to?
Hi, at 18:30 of the video you can filter by priority, who sets this priority? The customer when opening the ticket or the service provider when receiving the ticket?
Priority shows up in multiple places when looking at queues in Jira. The first is the "Priority" field which can be selected by the agent during triage when in a new ticket comes in or you can choose to put the priority field out on the portal where the customer can select it however you then run the risk of customers always selecting the highest priority for their ticket.
The second, is the order in which we "prioritize" our tickets in a queue. This can be done a number of ways, by SLA time remaining, by ticket type, by the aforementioned Priority field or by any other field in the instance.
And third, once we have our queues built, we can prioritize which queues are most important over on the left sidebar. This function is controlled by the Project Administrator and allows them to move queues to up and down the list depending on priority.
Hopefully that clarifies things a little bit!
@@ValiantysGroup Thanks so much for the quick response, so basically I as an agent can choose which parameter will be the priority?
That is correct! You can choose from any custom field or system field, the "Priority" field being the most common.
Hi
May you help me on how to add attachment to form in Jira Cloud ?
Hi Syed. To add an attachment field to a request type, navigate to Project Settings (bottom left), Request types, click on the request type that needs the attachment field, select the Request form tab, and drag the attachment field over to the form from the Fields options on the right. This is also outlined within Atlassian's documentation which can be found here: support.atlassian.com/jira-service-management-cloud/docs/customize-the-fields-of-a-request-type/
You look like Professor Leonard 😄
Expium and Conner McNeil believe in you!
Could you please explain how set that? as administrator.
Hi and thank you for your question. What element are you referring to specifically?
Chapters would be usefull...
Thanks for this suggestion!
How opsgenie related to service managment tool
Great question! Opsgenie is a modern incident management platform that ensures critical incidents are never missed, and actions are taken by the right people in the shortest possible time. Opsgenie receives alerts from your monitoring systems and custom applications and categorizes each alert based on importance and timing. Read more here: www.atlassian.com/software/opsgenie/what-is-opsgenie or feel free to message us at team@expium.com
Thanks