Jira Service Management Agent Onboarding Guide
Introduction
This guide is intended to help new agents get started with Jira Service Management.
What do agents do in Jira Service Management?
Agents in Jira Service Management respond directly to support portal questions and add customers to service projects. Agents are added to the Service Desk Team role in your service project. Agents can:
- View the portal, queues, reports, and SLA metrics within a service project
- View, add, edit, and delete customer-facing and internal comments on an issue
- Add customers to a service project
- View, create, and manage content in the knowledge base
- Manage customers and organizations
Log In
You can log into JSM with the Atlassian ID.
Go to your service project Jobin and Jismi IT Services – Jira Service Management (atlassian.net)
If you only have one service project, you will be taken directly into it. However, if you’ve been added to multiple projects or have access to other Atlassian cloud apps, you may need to navigate to your service project in Jira.
General Navigation
(1) Queues
View issues that customers have submitted to your service desk. Queues are where you work on customer requests. Your project admin sets up and configures queues to triage requests. You can then view and work on these requests from your queues.
(2) Raise a request
This takes to the customer portal.
(3) Reports
View reports about your team’s SLA goals, knowledge base, and workload. You can also use reports to visualize trends in your service project.
(4)Channels
View your service project’s customer portal and email address. Channels are where you find the ways customers send you requests. Here, you can see the details of your email, help center, and widget channels.
(5)Customers
View your customers and requests, and invite new customers to the service project. See all the customers and organizations who can send requests to your service project. You can view, add, or manage customers here.
(6) Invite team
Invite another agent to work on your project. You can add existing agents from other service projects to work on your project.
We have three service projects for internal purposes and one service project for external customers.
Internal Service Projects
- HR Services
- Jira Services
- IT and Systems Service Desk
External Service Project
- Customer Services
HR Services
How to’s: working on customer requests
The three services enabled in the HR Services portal are:
- Employee Onboarding
- Employee Offboarding
- Request for a New Hire
Employee Onboarding
HR Services agent can submit the form when a new hire joins the organization. Below is the view of a customer.
- Go to the customer portal-Jobin and Jismi IT Services – Jira Service Management (atlassian.net)
- Click on HR Services portal
- Select Employee Onboarding
- If the HR Services agent is added as an Agent, then the agent must select the name from this field like in the below image.
- Fill in the details and click on the Send button
- Upon filling the form, the submitted form looks like the below.
- All the requests submitted by a user are shown below
When status of the task changes, the status of the request on the portal also changes. All the comments added as Reply to customer appears on the portal.
Working of the Employee Onboarding form
When HR submits the Employee Onboarding form, a task is created in the ISSD project and assigned to the System Admin to complete the IT and system set up for the new resource.
A task is created in the Jira services project and assigned to the Jira Admin to complete the Jira and KB set-up for the new resource.
In the HR Services project, the ticket raised can be seen under the Queues.
The employee onboarding form is shown in the task and the PDF of the form is also attached to the task.
The tasks created in the ISSD and Jira Services will have the link to the employee onboarding task in the HR Services project. The system admin or the Jira admin can change the status of the main task in the HR Services project.
Once the assigned tasks have been completed, the Jira and System Admin adds comments to the reporter and marks the task as done.
Employee Offboarding
Working of the Employee Offboarding
The Reporting Manager of the relieving employee submits the Employee Offboarding request when an employee submits resignation.
An automatic reminder comment is added to the task 25 days prior to the last working day of the employee. The HR Associate should create tasks in Jira and ISSD projects one day before the last working day of the employee to remove the Jira and KB access and IT related access removals.
Request for New Hire
The TL/PM/PL submits the request for a new hire, and it is created as a task in the HR Services project with the default assignee as HR.
IT System and Services Desk Project
New Hardware Request
All resources can make requests for new hardware, software or license or other system and network issues and problems through the ISSD portal.
There are forms attached for new hardware, software and license requests. Upon submission of the forms, tasks are created in the ISSD projects. The requests include three step approval process. When a request is submitted, the first approval is by the Reporting Manager of the requester. The Reporting Manager receives a notification in Jira as well as in email.
The approval can also be made through the portal.
After approved by the TL, the status changes to TL approved
Automatic comments are added.
Once approved by TL, the next approval is by the IT Manager. The IT manager receives notifications like that of the TL. Once approved by IT Manager, the status changes to IT Manager approved.
The next approval is by the GM. Once approved by GM , the status changes to Approved.
The requester can check for the status updates on the portal.
The same approval works for software and license requests.
Employee Onboarding
When an employee onboarding form is submitted by HR, a task is created automatically in the ISSD project to create a GitHub repo for the newly created project. System admin receives notifications in JSM as well as email.
- Go to the task
- Move the status to IN PROGRESS
- Click on the linked issue
- Complete the IT and System set up, ID cards
- Move the status to DONE
- Refresh the page to see the attached Employee Onboarding Checklist
- Click on the Edit button and fill in the details
- Once completed, click on the Save and Submit button.
- Click on the linked issue and add Reply to Customer (eg: IT and system set up for the new resources has been completed, ID cards have been provided).
Employee Offboarding
When an employee is relieved from the organization, HR submits the employee offboarding form. PMs, GM, Assistant QA Manager, Reporting manager are added as Request Participants.
The system admin, after removing the access, should attach the form Employee Exit IT Checklist and close the task by adding a comment to the HR.
- Go to the task
- Move the status to IN PROGRESS
- Once all the exit procedures for the IT have been completed, click on the horizontal dots menu on the right corner of the issue page > Actions Menu
- Select Add Form
- Select the Employee Exit IT checklist
- Edit the form
- Click Save and Submit
- Add comment to the reporter
The HR Associate should attach the Employee Offboarding Checklist.
GitHub Repo Creation
When a new Jira project request is submitted, a task is automatically created in the ISS project with a link to the task. The project details can be viewed from the linked issue.
- Move the status to IN PROGRESS
- Click on the linked issue for the project name and resources who need access to the repo.
- Move the status to DONE , once the GitHub repo has been created and access has been granted.
- Add comment in the task.
- Click on the linked issue and add Reply to Customer (eg: GitHub repo for the project XYZ has been created.
- The Jira admin marks the ticket as Resolved.
Jira Services
There are forms attached for new Jira project creation, restoring an inactive project
New Jira Project
PMs can submit the project request form through the portal.
- Go to the Jira services project > Queues
- Open the newly created task for project creation
- Move the status to IN PROGRESS
- When the issue is transitioned to IN PROGRESS, New Jira Project Creation Confirmation form attaches to the task
- Fill in the form and click Save and Submit
- Add comment to the customer and move the status to DONE