From the course: Complete Guide to Jira Administration: Configuration, Management, and Automation

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Jira Service Management (JSM) feature overview

Jira Service Management (JSM) feature overview - Jira Tutorial

From the course: Complete Guide to Jira Administration: Configuration, Management, and Automation

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Jira Service Management (JSM) feature overview

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- As a reminder, in this course, I've abbreviated Jira Service Management as JSM. In addition to all the tracking, workflow, and reporting benefits of Jira, JSM comes with purpose-built features specifically to help support teams manage requests from their customers. We'll cover many of these in the next sections. As previously defined, an issue is an individual item in Jira. Additionally, JSM also has requests. Requests are how different Jira issues are represented in the self-service portal to customers or end users. In other words, a request is a simplified view of issue data. Here's an example trouble report for a problem with the mail server in JSM. On the left is the issue view that a licensed Jira user sees, and on the right is the request view an unlicensed customer sees. It's important to note both views represent the exact same trouble report. There's only one unique record in the database for it. The unique key for this trouble report is IT1, and that ID is shown at the top…

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