Jira Service Management: queues, SLAs and requests for agents
How agents work in Jira Service Management: request types and the portal, work categories (service requests, incidents, problems, changes, post-incident reviews), queues sorted by SLA, how SLA goals, conditions and calendars start, pause and stop the clock, replies to customers versus internal notes, approvals, and internal versus external knowledge bases.
- Level
- Intermediate
- Length
- About 45 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 2 Oct 2026
- Jira Service Management
Skills you'll practise
- Explain how request types shape what customers submit through the portal
- Classify work into Jira Service Management's ITSM work categories
- Work a queue in SLA order and explain how conditions and calendars affect the SLA clock
- Choose between replying to the customer and adding an internal note
- Describe how approvals work and who can approve
- Choose whether an article belongs in the internal or external knowledge base
Course outline
- 1.Jira Service Management for agentsVideo · 1 min
- 2.Requests, work categories and queuesLesson · 15 min
- 3.SLAs, replies and internal notesLesson · 15 min
- 4.Approvals and knowledgeLesson · 15 min
- 5.Jira Service Management: queues, SLAs and requests for agents: knowledge checkKnowledge check · 15 questions
- 6.Final exam9 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Atlassian Support: What are queues?
- Atlassian Support: Categorize customer requests into request types
- Atlassian Support: What are SLAs?
- Atlassian Support: Set up SLA conditions
- Atlassian Support: Set up SLA calendars
- Atlassian Support: What are work categories?
- Atlassian Support: What are approvals?
- Atlassian Support: What do agents do in Jira Service Management?
- Atlassian Support: The difference between internal and external knowledge bases
- Atlassian Support: Reply faster to your customers with canned responses
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