Set Up an IT Help Desk with Jira

Configure a real IT Help Desk with queues, SLAs, and onboarding workflows.

Introduction

30 Second Summary

Every time a new employee joins a company, someone behind the scenes is setting up their laptop, creating their email account, and granting access to the tools they need. That someone is often an IT Help Desk Specialist.

In this project, you will build a fully operational IT Help Desk from scratch using Jira Service Management Cloud. You'll configure request types, SLA policies, and queues, then simulate a real help desk shift by processing an employee onboarding ticket end-to-end.

What You'll Build

A complete IT service project in Jira Service Management with custom request types, priority-based SLAs, organized queues, and a customer portal.

By the end of this project, you'll have:

A configured IT service project with custom request types for onboarding, offboarding, access provisioning, and common IT issues.
Priority-based SLA policies that track resolution times by priority level, matching how real help desks operate.
A complete ticket lifecycle simulation where you triage requests, process an employee onboarding, and resolve tickets against SLA targets.
Secret Mission: create an automation rule that auto-assigns high-priority tickets and sends escalation notifications.

Are there any prerequisites?

None. This project includes full setup instructions for all tools. You only need a web browser and an email address to create your free Atlassian account.

Before We Start

Before We Start...

Set Up Your Jira Service Management Account

Every IT Help Desk needs a central system to receive, track, and resolve employee requests. Jira Service Management is one of the most widely used tools for this job, and its Free plan gives you access to the same core features that production IT teams rely on every day.

In this step, you'll create your Atlassian Cloud account, spin up an IT service project using a purpose-built template, and take a quick tour of what comes pre-configured.

In this step, get ready to:

Create your Atlassian Cloud account on the Free plan.
Create an IT service project using the IT Service Management template.
Explore the default request types, queues, and customer portal.

Create your Atlassian Cloud account

Jira Service Management's Free plan supports up to 3 agents, unlimited customers, and includes multi-channel support, queues, SLAs, and an embedded knowledge base. No credit card required.

Open your web browser and go to atlassian.com.
Click Get it free or Sign up on the Jira Service Management page.
Enter your email address and create a password, or sign up with your Google or Microsoft account.
Verify your email address by clicking the confirmation link Atlassian sends to your inbox.
When prompted, name your Atlassian site (this becomes your URL, e.g. yoursite.atlassian.net).
Select the Free plan when asked to choose a plan.

What does the Free plan include?

The Free plan includes everything you need for this project: a customer portal, email channel, customizable forms and workflows, queues, SLA tracking, and 500 automation rule runs per month.

Customers (the people submitting requests) are always free and unlimited. Only agents (the people resolving tickets) count toward your 3-agent limit.

Having trouble signing up?

If you already have an Atlassian account (from Trello, Confluence, or a previous Jira instance), sign in with those credentials instead of creating a new account.

If the confirmation email doesn't arrive within a few minutes, check your spam folder.

Ask for help: I'm having trouble creating my Atlassian Cloud account. What should I check?

Create your IT service project

Jira Service Management offers purpose-built templates for different team types. The IT Service Management template comes with ITIL-aligned workflows already configured, so you start with industry-standard processes rather than building from scratch.

From your Atlassian Cloud dashboard, click Projects in the top navigation bar.
Click Create project.
In the template selection screen, find the Service management category.
Select the IT Service Management template.
Click Use template.
Enter IT Help Desk as the project name.
Accept the auto-generated project key (Jira creates this from your project name).
Complete any remaining prompts (team type, channel access) and click Create project.

After a few seconds, Jira drops you into your new IT Help Desk project.

Why the IT Service Management template?

This template is purpose-built for IT teams. It gives you pre-configured request types, ITIL-aligned workflows (like incident and service request flows), and sensible defaults.

Starting from this template mirrors what you'd experience joining an existing IT team. You get a working foundation to customize, not a blank slate.

Don't see the IT Service Management template?

Make sure you're looking under the Service management category, not the Software or Business categories.

If you're on a site with an existing Jira Software instance, you may need to add Jira Service Management to your site first from the product settings.

Ask for help: I can't find the IT Service Management template when creating a project. What am I missing?

Explore the default setup

Before you start customizing, take a moment to see what the template gave you out of the box. This is the same starting point a new IT team member would see on their first day.

Look at the left sidebar of your project. Notice the Queues section, which shows default queues for organizing incoming tickets.
Click Queues to see how requests will be sorted for agents (that's you).
Navigate to Project settings in the left sidebar, then click Request types.
Notice the pre-built request types like "Get IT help" and "Fix an account problem." These are what employees see when they submit a request.
Go to Project settings > Portal settings to see your customer portal configuration.

What is the customer portal?

The customer portal is the front door for anyone who needs help. Employees and HR submit requests through this portal without ever needing to navigate Jira's agent interface.

You'll use this portal later to simulate real requests coming into your help desk.

Your IT Help Desk project is live with all the defaults in place. Next up, you'll customize it with request types built for real IT operations: onboarding new employees, offboarding departures, and provisioning access.

Configure Request Types for Onboarding, Offboarding, and Provisioning

Your IT Help Desk project is live with a set of default request types from the IT Service Management template.

These defaults cover generic IT help scenarios, but a real help desk needs request types tailored to the organization's workflows. In this step, you'll create custom request types that cover the full spectrum of IT help desk work: onboarding new employees, offboarding departing ones, provisioning access, and handling common issues.

In this step, get ready to:

Create custom request types for onboarding and offboarding.
Add request types for provisioning and common IT issues.
Customize form fields so each request captures the right information.

Create onboarding and offboarding request types

Request types define what employees can ask for through the customer portal. Each request type has its own form, description, and icon so employees can quickly find the right kind of help.

In your IT Help Desk project, click Project settings in the left sidebar.
Select Request types.
Select Create request type, then choose Create custom.
Enter the following details for your first request type:

Name: New Employee Setup
Description: Request full provisioning for a new hire including laptop, accounts, system access, and badge.
Choose an icon that represents onboarding (such as a person or a plus icon).
Select a Portal group to assign this request type (choose the default group or create a new one called Employee Lifecycle).

Click Create to save the request type.
Select Create request type again, then choose Create custom.
Enter the following details for your second request type:

Name: Employee Departure
Description: Offboarding request to revoke access, disable accounts, collect equipment, and transfer data.
Choose an icon and assign it to the same portal group as the onboarding type.

Click Create to save.

What is a request type?

A request type is a category of service request that appears in your customer portal. Each one acts like a form template. When employees submit a request, the request type determines what fields they fill out and how the ticket is categorized for agents.

The portal group controls where the request type appears in the portal navigation. Grouping related request types together makes it easier for employees to find the right form.

Create provisioning and common issue request types

Beyond onboarding and offboarding, IT help desks handle access provisioning, password resets, and hardware problems every day.

Select Create request type and choose Create custom.
Name: Access/Software Request.
Description: Request access to systems, tools, or software licenses.
Choose an icon, assign to a portal group, and click Create.

Repeat the process to create a Password Reset request type.
Description: Request help with account lockouts and password changes.
Choose an icon, assign to a portal group, and click Create.

Repeat the process one more time to create a Hardware Issue request type.
Description: Report broken equipment or peripheral problems.
Choose an icon, assign to a portal group, and click Create.

You should now see all five custom request types listed on the Request types settings page alongside the default ones from the template.

Don't see your new request types?

Make sure you clicked Create (not just filled in the form) for each request type. If a request type is missing from the portal but appears in settings, check that it has been assigned to a portal group.

help me find my newly created request types in Jira Service Management

Customize the onboarding form fields

A request type is only as useful as the information it collects. You need to add specific fields to the onboarding and offboarding forms so agents get all the details they need to process requests without back-and-forth emails.

From the Request types page, select New Employee Setup.
Open the Request form tab.
Drag and drop fields from the right panel to build the intake form.
Add the following fields (search for existing fields or create custom ones):

Employee Name (short text field).
Start Date (date picker field).
Department (short text or dropdown field).
Manager (short text or user picker field).
Provisioning Needed (multi-select or checklist with options: Laptop, Email Account, VPN Access, Software Licenses, Building Badge).

For each field, check the box next to Required to make it compulsory.
Click Save changes.

Why mark fields as required?

Required fields prevent incomplete submissions. Without them, HR might submit a new hire request without a start date, and the IT team would have to follow up manually. This adds delay to onboarding.

In a real help desk, every back-and-forth email adds hours to the provisioning timeline. Required fields enforce completeness upfront.

Now set up the offboarding form the same way.

Return to the Request types page and select Employee Departure.
Open the Request form tab.
Add the following fields:

Employee Name (short text field).
Last Day (date picker field).
Offboarding Tasks (checklist with options: Revoke System Access, Disable Email, Collect Laptop, Transfer Files).

Mark Employee Name and Last Day as Required.
Click Save changes.

What does the form look like to employees?

The request form is what employees see when they submit a request through the customer portal. The work item view is a separate layout that agents see when they process the ticket. You're configuring the request form right now.

You can verify how your form looks by visiting the customer portal later in Step 5.

Can't find the fields you need?

If a field like "Provisioning Needed" doesn't exist in the right panel, you can create a custom field. Search for an existing field name first. If nothing matches, select the option to create a new field and choose the appropriate field type (multi-select, checkbox, etc.).

help me create a custom field for my Jira Service Management request form

Your request types are configured and ready to collect structured information from employees. Next up, you'll set up SLA policies that put time targets on how quickly your help desk responds to and resolves these requests.

Set Up Priority-Based SLA Policies

Your request types are ready for employees to submit tickets. But how does a help desk team ensure those tickets are actually handled on time?

The answer is SLA policies (Service Level Agreements). SLAs set time targets for how quickly agents must respond to and resolve tickets based on priority. In this step, you'll configure SLA policies that mirror what real IT help desk teams use in production.

In this step, get ready to:

Create a Time to Resolution SLA with priority-based targets.
Configure start, pause, and stop conditions for the SLA clock.
Set up a Business Hours calendar so SLAs only count working time.

Create an SLA for Time to Resolution

An SLA policy defines how much time your team has to handle a ticket. Higher-priority tickets get shorter time targets, so urgent issues like a new hire starting tomorrow are resolved before routine requests.

In your IT Help Desk project sidebar, click Space settings.
Select Request management in the left sidebar, then select SLAs.
Click Add SLA.
Enter Time to Resolution as the name.

Why does the name matter?

The SLA name cannot be changed after creation. "Time to Resolution" is the standard name used in most IT help desk environments because it measures the total time from ticket creation to resolution.

Now set up the priority-based time targets under the Goals section.

Set the High priority target to 2h.
Set the Medium priority target to 4h.
Set the Low priority target to 8h.
Set All remaining priorities to 16h.

Why these time targets?

These targets reflect real help desk operations. A high-priority ticket (like a new employee starting tomorrow with no laptop) needs resolution within 2 hours. A low-priority password reset can wait up to 8 hours.

When a ticket approaches its SLA target, Jira Service Management flags it so agents can prioritize accordingly.

Configure SLA conditions

Time targets alone aren't enough. You also need to tell the SLA clock when to start ticking, when to pause, and when to stop. These conditions prevent unfair SLA breaches when the ball is in the customer's court.

In your Time to Resolution SLA, find the Start condition section.
Set the Start condition to Work item created. This starts the clock the moment a ticket is submitted.
Find the Pause condition section.
Set the Pause condition to Status = Waiting for customer. This pauses the SLA clock when you're waiting for the requester to respond.
Find the Stop condition section.
Set the Stop condition to Resolution set. The clock stops when the ticket is resolved.
Click Save to confirm your SLA policy.

What do these conditions do?

The Start condition begins the countdown the instant a ticket arrives. The Pause condition is critical for fairness. If you ask a requester for their employee ID and they take 3 hours to reply, that time doesn't count against your SLA.

The Stop condition ends the clock when the ticket is marked as resolved. Together, these three conditions track only the time your team is actively responsible for the ticket.

Can't find the condition sections?

Atlassian is rolling out a new navigation experience, so your interface may look slightly different. Look for sections labeled Start, Pause, and Stop on the SLA configuration page, or look for an Add condition button under each heading.

Help me find the SLA conditions in Jira Service Management

Set up an SLA calendar

Right now, your SLA clock runs 24/7. That means a ticket submitted at 5:00 PM on Friday would burn through hours overnight and over the weekend when nobody is working. An SLA calendar limits the countdown to business hours only.

From the SLAs page, click the calendar icon in the top right corner.
Click Add calendar.
Enter Business Hours as the calendar name.
Select your time zone from the dropdown.
Set working days to Monday through Friday.
Set working hours to 09:00 to 17:00.
Click Save to create the calendar.

How does the calendar affect SLAs?

With this calendar linked, a High-priority ticket submitted at 4:30 PM on Friday has 1.5 hours of SLA time that day, then the clock pauses overnight and over the weekend. It resumes at 9:00 AM Monday. This matches how real help desks operate.

Don't see the calendar icon?

Make sure you are on the main SLAs page (Space settings > Request management > SLAs), not inside an individual SLA's edit view. The calendar icon appears in the top right corner of the SLAs list page.

Help me find the SLA calendar settings

You should now see your Business Hours calendar listed on the SLAs page, and your Time to Resolution SLA should show the priority-based goals you configured.

Your SLA policies are locked in. Every ticket that comes into your help desk now has a ticking clock based on its priority. Next up, you'll organize your queues so you can triage incoming tickets efficiently and spot SLA-at-risk items before they breach.

Organize Your Queues for Triage

Your SLA policies are now tracking response and resolution times by priority. The next challenge is making sure tickets don't sit unnoticed in a crowded list.

Queues are filtered views that automatically sort incoming tickets into focused to-do lists. Without organized queues, an agent would have to manually scan every ticket to decide what to work on next. In this step, you'll create queues that surface the most important tickets first.

In this step, get ready to:

Review the default queues that came with your project.
Create custom queues for onboarding tickets and SLA-at-risk tickets.
Organize queue priority so agents see the most critical tickets first.

Review your default queues

Your project came pre-loaded with several queues. Before creating new ones, it helps to see what already exists.

In the project sidebar, click Queues.
Review the default queues listed in the sidebar. You should see queues like All open, Unassigned, and priority-based queues.

What are queues?

Queues automatically filter customer requests into to-do lists. They organize tickets by priority, status, or custom criteria so agents can focus on what matters most without manually sorting through every request.

In a real help desk, agents start each shift by checking their queues. The queue at the top of the list is usually the most urgent.

Create custom queues for onboarding and urgent tickets

The default queues cover general scenarios, but your help desk needs specialized views. You'll create two custom queues: one for onboarding and offboarding requests, and one that surfaces tickets about to breach their SLA.

From the Queues view, select Manage queues.
Select Create new queue.
Enter the name Onboarding/Offboarding.
In the Filter by section, select Advanced to switch to JQL mode.
Enter the following JQL to filter by your onboarding and offboarding request types:

"Request Type" in ("New Employee Setup", "Employee Departure")

What does this JQL do?

JQL (Jira Query Language) lets you write precise filters for tickets. The "Request Type" field targets the specific request type assigned to each ticket. The in operator matches tickets belonging to either of the two types you created earlier.

This means only tickets submitted as "New Employee Setup" or "Employee Departure" will appear in this queue.

Select Create to save the queue.

Now create the second custom queue for tickets at risk of breaching their SLA.

Select Create new queue again.
Enter the name SLA At Risk.
In the Filter by section, select Advanced.
Enter the following JQL:

"Time to Resolution" < remaining("2h")

What does this JQL do?

The remaining() function checks how much time is left on an SLA clock. This query finds all tickets where the Time to Resolution SLA has fewer than 2 hours remaining before it breaches.

This is the queue help desk agents check first thing each shift. Tickets here need immediate attention to avoid missing your SLA targets.

Select Create to save the queue.

Don't see the Advanced option?

The Advanced toggle appears inside the Filter by section when creating or editing a queue. If you only see dropdown filters, look for a link or toggle labeled Advanced to switch from the simple filter view to the JQL editor.

Help me find the Advanced JQL editor in my queue settings.

Prioritize your queues

Creating queues is only half the job. Agents need to see the most critical queues at the top of their sidebar without scrolling. Jira Service Management organizes queues into three groups: Starred (personal favorites), Team priority (visible to all agents), and Other (collapsed by default).

From the Manage queues view, drag your SLA At Risk queue into the Team priority group.
Drag your Onboarding/Offboarding queue into the Team priority group as well.
Move less critical queues (like All open) to the Other group.
Star your most-used queues (click the star icon next to SLA At Risk and Onboarding/Offboarding) for quick personal access.

Why does queue order matter?

In a real help desk environment, agents handle dozens of tickets per shift. The Team priority group appears at the top of every agent's sidebar, so placing "SLA At Risk" there ensures no one misses a ticket that's about to breach. This is how experienced help desk teams prevent SLA violations before they happen.

Return to the main Queues view in your sidebar. You should see your SLA At Risk and Onboarding/Offboarding queues pinned at the top under the Team priority section.

Queues not showing in the right order?

Make sure you dragged the queues into the Team priority group, not just reordered them within Other. The group headings are visible in the Manage queues interface. Queues in the Other group are collapsed by default and won't appear prominently in the sidebar.

Help me organize my queues into the correct priority groups.

Your queues are now organized for efficient triage. Next up, you'll put everything to the test by simulating a real help desk shift with an employee onboarding request.

Simulate a Help Desk Shift with Onboarding

Your help desk is fully configured with request types, SLA policies, and organized queues. Now it's time to put it all to the test.

In this step, you'll simulate a real help desk shift by processing tickets from start to finish. The centerpiece is an employee onboarding request, one of the most common and complex tasks an IT Help Desk Specialist handles daily.

In this step, get ready to:

Submit sample tickets through the customer portal.
Triage and process a full onboarding request end-to-end.
Resolve all tickets and review SLA performance in Reports.

Submit an onboarding ticket and other requests

To simulate a realistic help desk shift, you need tickets in the system. You'll submit three requests through the customer portal, just like real employees and HR teams would.

In your project sidebar, click Project settings.
Click Portal settings.
Find and click the portal link to open your customer portal in a new tab.

What is the customer portal?

The customer portal is the public-facing page where employees, HR, and other teams submit requests to IT. As an agent, you work from the project view. As a requester, you use the portal.

First, you'll submit a High priority onboarding request as an HR team member would.

In the customer portal, find and select New Employee Setup.
Fill in the Employee Name field with Jordan Smith.
Set the Start Date to tomorrow's date.
Enter Engineering for Department.
Enter Alex Chen for Manager.
In the Provisioning Needed field, select all five options: Laptop, Email Account, VPN Access, Software Licenses, and Building Badge.
Set the priority to High.
Click Submit.

Why High priority for onboarding?

New hires starting tomorrow need everything ready on day one. In a real help desk, onboarding tickets with tight deadlines are always treated as high priority because a delayed laptop or missing account means a new employee can't work.

Now submit two more tickets to simulate a typical queue of work.

Return to the portal home page and select Access/Software Request.
Fill in the form with sample details (e.g., requesting access to a project management tool).
Set the priority to Medium and click Submit.
Return to the portal home page and select Password Reset.
Fill in the form with sample details (e.g., locked out of email account).
Set the priority to Low and click Submit.

You should now have three submitted tickets. Each one has a different priority, which means a different SLA time target is counting down.

Don't see your request types in the portal?

Make sure each request type is assigned to a portal group. Go back to Project settings > Request types, select the missing request type, and check that a portal group is assigned.

Help me troubleshoot why my request types aren't showing in the customer portal.

Triage and process the onboarding ticket

Triaging means looking at incoming tickets and deciding who handles them, in what order, and how urgently. The onboarding ticket has the tightest SLA (2 hours), so you'll tackle it first.

Switch back to your agent view (the main project tab in your browser).
In the sidebar, click Queues.
Open the Onboarding/Offboarding queue from the Team priority group.
Click on the New Employee Setup ticket to open it.

You should see the ticket with all the details Jordan Smith's HR manager submitted. Now practice the real onboarding workflow.

Assign the ticket to yourself by clicking the Assignee field and selecting your name.
Transition the ticket status to In Progress using the status dropdown or workflow button.

Why assign before working?

Assigning a ticket claims ownership so other agents know someone is handling it. Transitioning to In Progress signals that work has started, which is important for SLA tracking and team visibility.

Now simulate completing each provisioning task by adding internal comments. These comments document your work for audit purposes and team visibility.

In the activity section of the ticket, select Internal note (this is only visible to agents, not the customer).
Add a comment: Laptop ordered from inventory - MacBook Pro 14" assigned, asset tag #LP-4521.
Add another internal note: Email account created: jsmith@company.com.
Add another internal note: VPN access granted - added to Engineering VPN group.
Add another internal note: Added to department software group - licenses for IDE, Slack, and Jira provisioned.
Add a final internal note: Building badge requested - pickup at reception on start date.

Now send a customer-facing comment to let HR know the provisioning is underway.

Switch to Reply to customer (or the external comment option) in the activity section.
Type a message such as: Hi! All provisioning for Jordan Smith is complete. Laptop, email, VPN, software licenses, and building badge are ready for their start date tomorrow. Please let us know if anything else is needed.
Click Save to post the comment.

Internal notes vs. customer replies

Internal notes are only visible to agents on your team. Customer replies are sent to the person who submitted the request (in this case, HR). In a real help desk, you use internal notes to document technical steps and customer replies to communicate status updates.

Resolve tickets and check SLA performance

With all provisioning documented, it's time to close out the onboarding ticket and process the remaining requests. Then you'll review how your tickets performed against their SLA targets.

On the onboarding ticket, transition the status to Resolved (or the equivalent resolution status in your workflow).

What happens when you resolve a ticket?

Resolving a ticket triggers the Stop condition on your SLA policy. The "Time to Resolution" clock stops, and Jira Service Management records whether the ticket was completed within its SLA target.

Now triage and resolve your other two tickets.

Return to Queues in the sidebar and open the All open queue to see your remaining tickets.
Open the Access/Software Request ticket.
Assign it to yourself and transition to In Progress.
Add an internal note documenting that access was granted, then transition to Resolved.
Open the Password Reset ticket.
Assign it to yourself and transition to In Progress.
Add an internal note documenting the password reset, then transition to Resolved.

All three tickets are now resolved. Time to check how your shift performed against SLA targets.

In the project sidebar, click Reports.
Look for the SLA performance report or goals section.
Review the metrics for your three resolved tickets.

You should see that all three tickets were resolved within their SLA targets. The High priority onboarding ticket had a 2-hour window, the Medium access request had 4 hours, and the Low priority password reset had 8 hours.

Why SLA reports matter on the job

This is the same reporting your manager would review in a real help desk role. SLA compliance rates are a key performance metric for IT support teams. Consistently meeting SLA targets demonstrates reliability and efficient ticket management.

SLA metrics not showing?

SLA data may take a few moments to appear in reports after resolving tickets. Try refreshing the page. If you still don't see SLA data, confirm that your "Time to Resolution" SLA policy is active by checking Space settings > Request management > SLAs.

Help me troubleshoot why SLA metrics aren't appearing in my Jira Service Management reports.

Secret mission

Create an Auto-Assignment Automation

In real IT help desks, high-priority tickets can't sit in a queue waiting for someone to notice them. Build an automation rule that instantly assigns urgent tickets and alerts the team, so nothing critical slips through the cracks.

Clean Up Your Resources

This project runs entirely on Jira Service Management's Free plan, so there are no ongoing costs. Decide whether to keep your resources running, pause them to come back later, or delete them entirely.

Resources you used:

IT Help Desk service project in Jira Service Management (includes request types, SLAs, queues, automation rule, and sample tickets).
Atlassian Cloud account.

Keep everything running

No action needed. Choose this if you are still actively building or want to revisit this project later. Your IT Help Desk project stays on the Free plan with no charges.

Your project, request types, SLAs, queues, automation rule, and sample tickets all remain intact.
Your Atlassian Cloud account stays active with access to all Atlassian services.

Pause - I'll come back to this later

Disable active automation to stop unnecessary rule runs while you are away. Your project data stays intact and you can re-enable everything when you return.

In your IT Help Desk project, go to Project settings, then select Automation.
Disable your High Priority Auto-Assignment rule by toggling it off.
Your project, request types, SLAs, queues, and sample tickets all remain saved. Re-enable the automation rule when you return.

Delete - I don't want to use this again

Remove all project resources permanently. This cannot be undone.

Delete your IT Help Desk project: select Settings in the top navigation, then select Spaces. Find your IT Help Desk project, select the More actions menu next to it, then select Move to trash. Next, select Trash from the sidebar, find your project, select its More actions menu, then select Delete now.
Delete your Atlassian account (optional): go to id.atlassian.com/manage-profile. Select Account preferences. Scroll to the Delete your account section and select Delete account. Confirm the deletion in the dialog. You have a 14-day grace period to cancel if needed.

What happens after deletion?

Deleting the project permanently removes all request types, SLAs, queues, automation rules, and tickets. Deleting your Atlassian account removes access to all Atlassian services after a 14-day deactivation period.

Nice Work!

You've just built and operated a fully functional IT Help Desk using Jira Service Management. From configuring request types and SLA policies to triaging queues and processing an employee onboarding ticket end-to-end, you've practiced the exact workflows IT Help Desk Specialists perform every day.

You've learned how to:

Configured a complete IT service project with custom request types for onboarding, offboarding, access provisioning, and common IT issues.
Set up priority-based SLA policies with business-hours calendars and organized queues for efficient ticket triage using JQL.
Processed the full ticket lifecycle including submitting, triaging, assigning, communicating, resolving, and reporting on an employee onboarding request.
Built an automation rule for auto-assignment and escalation notification of high-priority tickets.

Ready to quiz yourself?