In Jira Service Management (JSM), what is a request type?
Acp420 Request Types Queues Category
Question · Easy
How are queues populated in a JSM project?
What is the difference between an issue type and a request type in JSM?
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How do you organize many request types on the customer portal?
On the customer portal, a customer fills out a form for a request type. What controls which fields appear on that form?
Question · Medium
A customer raises a request via the portal but the corresponding issue is not appearing in the team's queue. What is the most likely cause?
In a team-managed JSM project, who can normally edit request types?
Which queue order makes most sense for an SLA-driven service desk?
How does a request type's icon affect the customer portal?
What is the maximum number of queues an agent can typically see in a JSM project?
Are queues visible to customers on the portal?
What is the difference between a 'company-managed' and 'team-managed' JSM project for request type configuration?
What does an SLA goal represent in JSM?
Acp420 Sla Category
Which two SLA metrics are most common out of the box for an ITSM project?
How do calendars affect SLA timing in JSM?
What is the role of 'Start', 'Pause', and 'Stop' conditions in an SLA?
An SLA shows 'Breached' even though the ticket was resolved within target. What is a likely cause?
How can SLA breach metrics be reported to management?
What is a 'goal' versus an 'SLA' in JSM terminology?
Where is the SLA breach indicator typically shown to agents?
What is the customer portal in JSM?
Acp420 Portal Customers Category
What is a JSM 'organization'?
How can a customer share a request with another customer (request participant)?
How are customer accounts created in JSM?
What is the difference between an 'agent' and a 'customer' in JSM?
What is a portal announcement?
A customer's request has an approval step in the workflow. Who can approve?
How can the customer portal's branding (logo, colors) be customized?
What does 'Atlassian Intelligence' (AI) virtual agent provide in JSM?
On the customer portal, why might a customer not see a particular request type?
What unique JSM automation trigger fires when an SLA target is approaching breach?
Acp420 Automation Category
Which automation rule pattern is common for auto-resolving stale tickets in JSM?
How does an automation rule notify a customer via email/portal of a status change?
Question · Hard
What is a global automation rule in JSM?
What does a 'Send web request' action enable in JSM automation?
In a JSM ITSM project, you want every change request to require CAB approval before deployment. How?
How can a knowledge base be added to a JSM project?
Acp420 Knowledge Base Category
What is 'request deflection' in JSM?
How can KB article visibility be limited to internal staff only (hidden from customers)?
How can agents create a knowledge base article from an existing ticket?
What does Atlassian Intelligence add to the knowledge base experience?
How are KB suggestions presented to customers on the portal?
Which built-in JSM project role is intended for support agents?
Acp420 Permissions Notifications Category
What is the difference between an internal comment and a public (external) comment on a JSM issue?
How do customer notifications differ from internal Jira notifications in JSM?
A specific agent's account does not show JSM queues. What is the most likely cause?
How can you grant approval rights to a customer (so they can approve a request, not just raise it)?
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