A Beginner's Guide to Jira Service Management (JSM) | Crash Course

This livestream course will cover the basics of Jira Service Management, most commonly known as JSM. Jira Service Management is different than Jira Software. It a completely different product that looks and feels like the Jira you know and love, but it has a different use case. In this course, I'll help you get started with JSM and give you some tips along the way to help you understand if you should be using JSM or just regular Jira.
Connect with me:
linktr.ee/apetech

[@joshuaalexandre6404]

Great videos! Would love timestamps to help me quickly find and revisit the sections I need :-)

[@g.sherry6309]

Thank for this video! Very helpful for what I wanted to know about JSM.

[@ApetechTechTutorials]

So glad!

[@user-wf1uj4fu4x]

Wonderful session. You are a good teacher

[@21138835]

Mate your videos are so amazing and helpful!

[@TheRealBleachX]

Pro Tip: Skip from 28:31 to 30:39 to avoid the painful 2 minutes of an attempted merchandise sale.

[@alexandraramos4598]

Love the one that says got Jira? and scrum life is a happy life :):)

[@ApetechTechTutorials]

I like them as well.

[@rdcaceres]

Super bueno. Thanks a lot. From Paraguay is very usefull.

[@ErfanAhmed-gz7ue]

hi, thanks for the awesome content. One thing I should mention that, due to those cross led back at your wall, is causing the camera to focus/unfocus very frequently . It would be better to turn those light off, perhaps?

[@kkrucek]

Alex can you do a ITSM with Jira Service Management Foundations Certification video

[@JulieCampos-rh2tg]

Great tutorial, thank you!

[@shareekhaldi]

Thank you so much for this!

[@rodneyw3916]

Straight out of Jira!!

[@ApetechTechTutorials]

I need to get that store front recreated. Tried doing Shopify . . but no one bought any =(

[@welcometosundriesjoinusons9793]

@@ApetechTechTutorials we bought 3! thanks alex and apetech!

[@seancallanan8170]

Great overview. Anything on setting up / editing JSM workflows? Specifically, I'm looking for the "Waiting for Customer" or "Respond to Customer" etc that I have seen in JSM but I'm not not seeing in the workflow I'm using (Default ESM workflow for JSM)

[@AzManApple]

Thank you for the content, really useful!

[@ApetechTechTutorials]

Glad it was helpful!

[@quentinceb]

Thank you !!!

[@mario17-t34]

Thanks so much !!! How I can add SLA to existing Software Project, if I understand correctly this can be done only in JSM project ??? is it possible to include issue from other project type under JSM SLA ?

[@yogitarai6124]

Can we assign Jira request to a group?

[@benjacquez771]

Can you link a JSM issue to a Jira software project? (create the issue in JSM and send it to Jira software)

[@ApetechTechTutorials]

You can link them together using Linked Issues. You can also update your board filter in your Jira SW project to include issues from your JSM project. Where things get tricky is with the differences in statues (which need to be mapped) and licensing.

[@jbtele]

how do you limit access to the customer portal to internal customer only

[@juriaanschouw5895]

Awesome Video!

[@ApetechTechTutorials]

Hope it helped you out. Let me know if there are any JSM topics you'd like for me to cover in future videos!

[@user-ze9pw1ue9r]

If a ticket comes in via email, how do you classify into an incident/Service Desk?

[@rayhanmahamud2280]

Would you make a video how to hide signature http link in jira and format issue

[@ApetechTechTutorials]

I'll look into it.

[@user-ze9pw1ue9r]

how do you create categories and sub categories?

[@ljacksontech]

The documentation and learning paths etc are a mess! Hard to follow and many mistakes!

[@ApetechTechTutorials]

I agree! I'm hoping to get more JSM videos out there soon!

[@ljacksontech]

@@ApetechTechTutorials Me again! How did you add a link to your Knowledge base to your Portal landing page? I can't find a way other than putting it in the announcement. I am clearly missing something!

[@jefftidwell77]

Great video, thanks! Maybe turn off AWB on your camera though :)

[@ApetechTechTutorials]

Thanks. . . and yeah, I need to get a new camera.

[@colchour]

How would manage service catelogues using Jira Service Management?

[@ApetechTechTutorials]

hmm. Not really sure what you mean by this. I would say create a group for each service catalog item. But it's hard to say. Maybe schedule 15 minutes with me?

[@user-yp3cz4bn3s]

Hey do you have a code for that approval configuration code. Please share

[@alexmendelson1070]

id buy a straight out of jira shirt

[@dennispaschke9335]

It’s not a bug but a feature is the best

[@mista_ia]

Can I do the operations role with this ? Or are they any other Jira apps ?

[@ZubairCassim]

Is it possible to customize the preselected request/issue types on the templates when selected? if yes how?

[@ApetechTechTutorials]

It is possible, but I typically just make new ones and replace the default ones with my new request/issue types.

[@ZubairCassim]

@@ApetechTechTutorials Thank you this helps

[@ZubairCassim]

​@@ApetechTechTutorials Is it possible to make a drop down list dynamic on the Request type on Jira so that it only shows the relevant drop down items depending on the first selection, so that any subsequent selections are relevant to the previous selection only? ie Company, Department, Subdepartments etc?

[@momkat7017]

Hello, I have multiple Tier groups (Tier 1-4) that may be working on the same incident. If one group needs to capture they’re own SLA, should I create their own project for them and move/create new/clone that ticket via automation, or will their own statuses work in that one project work?

[@junivensaavedra882]

Excellent Content, thanks. By the way, is there a way to filter out those pesky spam emails? I observed we have tickets created through spam emails.

[@ApetechTechTutorials]

None that I know of. You could try changing your email? community.atlassian.com/t5/Jira-Service-Management/Best-practices-to-filter-spam-unsolicited-email-requests-to-JSM/td-p/1938454

[@michael_7731]

Freddy Mercury is alive

[@journeyoflifeevents3533]

It’s so boring to spend first 20 mins of listening to changes? And pricing of JSM… dude start the topic Don’t waste time..

[@journeyoflifeevents3533]

It’s so boring to spend first 20 mins of listening to changes? And pricing of JSM… dude start the topic Don’t waste time.. this is the reason you hv only 460 likes … 😡😡😡

[@Tony-yt7ll]

Way too much chit chat... why cant none of you get to the point!

[@cathalmeenagh4423]

Booooooo

[@chiorazu8047]

Hi @ApetechTechTutorials, thank you for this details JSM setup. ...I have a question about Agents...My IT department is just 5people and 100users, and i would like to use this for ITSM, am i good to go with the free pricing? I was thinking i can use a group email and add all 5people in 1email and invite that email as 1user to Atlassian as 1 Agent and we share the email and password in our team. Will that work?

[@ApetechTechTutorials]

This will work. Not recommended because your team might get confused as to who actually has the responsibility, but it will work since they are all logging in as a single user.