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You're reading from  JIRA 7 Essentials - Fourth Edition

Product typeBook
Published inNov 2016
Reading LevelBeginner
PublisherPackt
ISBN-139781786462510
Edition4th Edition
Languages
Java
Tools
JIRA
Concepts
Process Management
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Author (1)
Patrick Li
Patrick Li
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Patrick Li

Patrick Li is the cofounder of AppFusions and works as a senior engineer there, specializing in integration solutions with many enterprise applications and platforms, including IBM Connections, Jive, Google Apps, and more. He has worked in the Atlassian ecosystem for over 10 years, developing products and solutions for the Atlassian platform and providing expert consulting services. He has authored many books and video courses covering Jira. He has extensive experience in designing and deploying Atlassian solutions from the ground up and customizing existing deployments for clients across verticals such as healthcare, software engineering, financial services, and government agencies.
Read more about Patrick Li

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Chapter 11. JIRA Service Desk

JIRA was originally designed and intended as a tool for developers. It was also designed to be an issue-tracking tool to capture bugs and tasks as they build software. However, its flexibility and extensibility allowed users to use and adapt it into almost any other use cases. Recognizing this and JIRA's potential, a new product called JIRA Service Desk from Atlassian has been released, which was built on top of the JIRA platform, transforming it into a fully-fledged service desk solution.

By the end of the chapter, you will learn the following topics:

  • Installing JIRA Service Desk

  • Creating and branding a new service desk

  • Defining and setting up a service-level agreement

  • Creating custom queues for agents to work from

  • Integrating with Confluence to set up a knowledge base

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JIRA 7 Essentials - Fourth Edition
Published in: Nov 2016Publisher: PacktISBN-13: 9781786462510
© 2016 Packt Publishing Limited All Rights Reserved

Author (1)

author image
Patrick Li

Patrick Li is the cofounder of AppFusions and works as a senior engineer there, specializing in integration solutions with many enterprise applications and platforms, including IBM Connections, Jive, Google Apps, and more. He has worked in the Atlassian ecosystem for over 10 years, developing products and solutions for the Atlassian platform and providing expert consulting services. He has authored many books and video courses covering Jira. He has extensive experience in designing and deploying Atlassian solutions from the ground up and customizing existing deployments for clients across verticals such as healthcare, software engineering, financial services, and government agencies.
Read more about Patrick Li

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