To manage these settings: Choose Administration () > Applications. Scroll down to the Jira Service Management section and choose Configuration. In the SLA metric names section, you can change who can create new SLA metric names. If there are SLA custom fields not in use, click Clean up to delete them. Select an Impacted service – this will alert the response team. Include a short description of the problem in the Incident message field. Enter an Incident message and Incident description. Select Priority. Select Create major incident to save. Watch how to set up Opsgenie and create a major incident for the first time. The service desk team proposes a change to the infrastructure to resolve the problem. The service desk closes the problem. Team members should carry out in-depth reviews of major problems. Set up problem management in Jira Service Management Configure the workflow and fields with the problem management workflow add-on Manage your assets and configuration items with Assets. Learn how to connect, track and manage the items that matter to your team with Assets for Jira Service Management. Configure a company-managed project as an administrator. Set up your service project in a way that empowers your agents and your customers get help for their requests. Set up your help center and portal. Customers send and track requests through the portal—your service project’s customer-facing site. If your service project has a knowledge base, customers can also self-service requests by searching for articles. If your customers have access to multiple portals, they can use the global help center to see Atlassian Analytics is a simple, flexible way of visualizing data across Atlassian products and other data sources. Out-of-the-box dashboards measure request management, incidents, changes, and service performance. Combined with the capability to create your own reports with the interactive visualSQL builder, your teams get richer insights Hi @Brendan Burke , I had to start a new service desk using New Project in the top right, and then select Internal Service Desk template (looks like its been renamed to General Service Desk) Once created from that template, there were Ticket Types for Employee Onboarding, where you can modify the workflow and forms. When using Jira Service Management purely for servicing Internal Customers, the ability for Project Admin and Agents to create External Customer accounts for users outside of the organisation can pos e a security concern. This feature allows organisations to disable the creation of External Customer Accounts (also referred to as Portal-only .

how to use jira service management