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Question 1

Score: 0/0

In Jira Service Management (JSM), what is a request type?

A workflow status

A customer-portal-facing wrapper around an issue type, with curated fields and friendly labels

A custom field

A type of project

to track

2026 Statistics

Key Facts: ACP-420 Exam

Exam Questions

Atlassian

75%

Passing Score

Atlassian

75 min

Exam Duration

Atlassian

$250

Exam Fee

Atlassian

~20%

Request Types & Queues

Largest domain

2 years

Validity

Atlassian

ACP-420 has up to 65 multiple-choice items in 75 minutes with a passing score of approximately 75% (some forms use 60% on a 70-question version). Key domains: Request Types & Queues (~20%), SLAs (~15%), Portal & Customers (~15%), Automation (~15%), ITSM features (~10%), Knowledge Base (~10%), Permissions/Notifications (~10%), Assets (~5%). Atlassian recommends 1+ year administering JSM. Certification valid 2 years. Exam fee $250 USD via Kryterion Webassessor.

Sample ACP-420 Practice Questions

Try these sample questions to test your ACP-420 exam readiness. Each question includes a detailed explanation. Start the interactive quiz above for the full 100+ question experience with AI tutoring.

1In Jira Service Management (JSM), what is a request type?

A.A workflow status

B.A customer-portal-facing wrapper around an issue type, with curated fields and friendly labels

C.A custom field

D.A type of project

Explanation: A request type wraps an underlying issue type with portal-friendly labels, descriptions, icons, and a customized field selection. Customers see request types (e.g., 'Get IT help'), while agents see the underlying issue type (e.g., 'Service Request'). One issue type can back multiple request types with different portal experiences.

2How are queues populated in a JSM project?

A.By workflow status only

B.By a saved JQL query (each queue is JQL with optional ORDER BY and visible columns)

C.By assigning agents

D.By customer organizations

Explanation: Each queue is essentially a saved JQL filter with chosen columns and sort order. Queues display matching issues to agents in real-time, ordered by SLA breach times or priority. Common queues include 'Unassigned', 'My open tickets', 'SLA breach soon', and 'Waiting for support'.

3What is the difference between an issue type and a request type in JSM?

A.They are the same

B.Issue type is the underlying technical type used in workflows/permissions; request type is the customer-facing presentation layer

C.Request types are deprecated

D.Issue types are for agents only

Explanation: Issue type controls workflow, screens, and is what JQL/permissions reference. Request type customizes the customer portal experience but maps to a single issue type. Multiple request types can map to one issue type (e.g., 'Get IT help' and 'Report a bug' both map to 'IT Help' issue type with different portal forms).

4How do you organize many request types on the customer portal?

A.Use request type groups (categories) shown as portal sections

B.Create a separate project per group

C.Use workflow conditions

D.Sort alphabetically only

Explanation: Request type groups (formerly portal groups) are categories shown as tabs/sections on the customer portal. Each request type can belong to one or more groups (e.g., 'Software', 'Hardware', 'Access'). Groups improve portal navigation when there are many request types.

5On the customer portal, a customer fills out a form for a request type. What controls which fields appear on that form?

A.The screen scheme of the underlying issue type

B.The request type's 'Request form' configuration (fields visible/hidden/required for this request type only)

C.The notification scheme

D.The workflow

Explanation: Each request type has its own form configuration that picks which custom fields appear on the portal, their order, labels, descriptions, and required status. This is independent of the issue type's Create screen used by agents - the same issue type can have different portal forms per request type.

6A 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?

A.The customer is unauthenticated

B.The queue's JQL does not include this request type / status / project, so the issue does not match

C.The portal is broken

D.The customer has no email

Explanation: Queues are JQL-driven. If a queue filters by issue type, status category, or specific request types, a new request not matching those filters will not appear. Check the queue's JQL or use the 'All open' queue to verify the issue exists, then refine the queue's criteria.

7In a team-managed JSM project, who can normally edit request types?

A.Only Jira admins

B.Project administrators of the team-managed project

C.Customers

D.Anyone in the organization

Explanation: In team-managed projects, configuration is project-scoped and can be edited by project admins without involving central Jira admins. This is a key benefit for self-service teams. In company-managed projects, request types still exist per project, but workflows/schemes require Jira admin involvement.

8Which queue order makes most sense for an SLA-driven service desk?

A.Newest first by created

B.Sort by 'Time to first response' ascending so soon-to-breach tickets are at the top

C.Random

D.Alphabetical by summary

Explanation: For SLA-driven teams, sorting by 'Time to first response' (or 'Time to resolution') ascending puts the most urgent tickets at the top. Agents naturally pick from the top of the queue, ensuring SLAs are met. Adding ORDER BY priority DESC as a secondary sort breaks ties.

9How does a request type's icon affect the customer portal?

A.It does not affect anything

B.It appears next to the request type name on the portal, helping customers identify the right request

C.It changes the workflow

D.It restricts who can request

Explanation: The icon appears next to the request type name on the portal to aid recognition. Choosing meaningful icons (laptop for hardware, key for access requests, person for HR) improves customer scannability and selection accuracy on portals with many request types. Icons do not affect workflows or permissions.

10What is the maximum number of queues an agent can typically see in a JSM project?

A.10

B.Unlimited - admins can create as many queues as needed; only the first ~50 may show in the navigation

C.Exactly 50

D.100

Explanation: There is no strict per-project limit, but the navigation menu has practical UI limits and excessive queues hurt agent productivity. Recommendation: keep queues focused (5-15 per project), use 'team' queues vs 'personal' queues, and use starred queues for an agent's most-used views.

About the ACP-420 Exam

The ACP-420 Managing Jira Service Projects for Cloud exam validates that you can configure and administer Jira Service Management (JSM) Cloud projects. It covers request types and queues, SLAs with calendars and JQL goal conditions, customer portal configuration, customer permissions and organizations, JSM automation rules, knowledge base integration with Confluence, Assets (formerly Insight) object schemas, and ITSM features such as incident, change, and problem management.

Questions

65 scored questions

Time Limit

75 minutes

Passing Score

75%

Exam Fee

$250 USD (Atlassian / Kryterion Webassessor)

ACP-420 Exam Content Outline

~20%

Request Types and Queues

Request types built from issue types, request type groups, portal grouping, custom fields on the customer portal, queue creation with JQL, queue ordering, and team-managed vs company-managed JSM projects

~15%

SLAs and Time Metrics

SLA goals with JQL conditions, time-to-first-response and time-to-resolution metrics, calendars, working hours, holidays, SLA pause/start/stop conditions, breach indicators, and SLA reporting

~15%

Customer Portal, Customers, and Organizations

Help Center branding, portal announcements, customer accounts, organizations, request participants, customer access settings, customer notifications, and approval workflows

~15%

Automation

JSM automation rules including triggers (issue created, comment added, SLA threshold), conditions (JQL, user), actions (auto-resolve, transition, assign), and global vs project-level rules

~10%

Knowledge Base Integration

Linking Confluence spaces as knowledge bases, article suggestions in the portal, deflection metrics, view restrictions on KB articles, and Atlassian Intelligence AI summaries

~10%

Permissions and Notifications

Agent vs customer permissions, project roles (Service Desk Team, Service Desk Customer), customer notifications, internal vs external comments, and notification helpers

~10%

ITSM Features

Incident management (linked alerts, major incidents, post-incident reviews), change management (change types, CAB approvals, risk assessment), problem management, and integration with Opsgenie/Jira Software

~5%

Assets (Insight) and Reporting

Object schemas, object types, attributes, AQL/IQL queries, asset linking to issues, dashboards, gadgets, and JSM reports

How to Pass the ACP-420 Exam

What You Need to Know

Passing score: 75%
Exam length: 65 questions
Time limit: 75 minutes
Exam fee: $250 USD

Keys to Passing

Complete 500+ practice questions
Score 80%+ consistently before scheduling
Focus on highest-weighted sections
Use our AI tutor for tough concepts

ACP-420 Study Tips from Top Performers

1Master SLA configuration: goals, calendars, working hours, JQL start/pause/stop conditions, and time-to-first-response vs time-to-resolution metrics

2Understand request types - they are built on issue types but customize portal labels, descriptions, fields, and the customer-facing experience

3Practice queue JQL: every queue is a JQL filter ordered by configurable columns; know how unassigned/SLA-breaching queues are typically built

4Know customer permissions: who can raise requests, organizations vs individual customers, request participants, and the difference between agents and customers

5Study automation triggers unique to JSM: SLA threshold breached, customer commented, approval required - and global vs project-scope rules

6Understand the difference between ITSM template features (changes, incidents, problems) and a basic service desk template

7Use the free Atlassian University ACP-420 Exam Success course - it is the closest match to the published exam topics PDF

Frequently Asked Questions

What is the ACP-420 exam?

ACP-420 is the Atlassian Certified Professional - Managing Jira Service Projects for Cloud exam. It validates that an admin can translate ITSM and customer-service requirements into JSM configurations including request types, queues, SLAs, customer portals, automation, and knowledge base integration.

How many questions are on the ACP-420 exam?

ACP-420 delivers up to 65 multiple-choice and multiple-response items in 75 minutes (some legacy forms use up to 70 questions in 180 minutes). The passing threshold is approximately 75%. Exams are taken online-proctored or at a Kryterion test center.

Are there prerequisites for the ACP-420 exam?

There are no formal prerequisites, but Atlassian recommends at least one year administering Jira Service Management Cloud projects. Familiarity with request types, queues, SLAs with JQL, customer portals, organizations, and JSM automation is expected.

What is the largest domain on the ACP-420 exam?

Request Types and Queues is typically the largest domain at roughly 20%, followed by SLAs, the customer portal, and automation at about 15% each. Many candidates underestimate SLA depth - know how JQL goal conditions and calendars interact with pause/start/stop logic.

How should I prepare for the ACP-420 exam?

Plan for 30-50 hours over 4-6 weeks. Use the free Atlassian University ACP-420 Exam Success course, build a free JSM Cloud sandbox, configure several request types/queues/SLAs, write JSM automation rules, link a Confluence knowledge base, then complete 100+ practice questions and target 80%+ before scheduling.

How long is the ACP-420 certification valid?

ACP-420 is valid for 2 years from the pass date. To maintain the credential, you can either retake the current exam or complete the official Atlassian University renewal assessment before expiration.