Jira Service Management administration: request types, queues, SLAs, automation and access
How a space admin sets up Jira Service Management (cloud): space settings and admin responsibilities, request types, work types and portal groups, hidden fields with preset values, queues and priority groups, SLA goals, conditions and calendars, automation flows with scope, actor and audit log, customer access and organizations, and the Administrators, Service Desk Team and customer roles.
- Level
- Intermediate
- Length
- About 50 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 2 Oct 2026
- Jira Service Management
Skills you'll practise
- Design request types on the right work types, with portal groups and hidden preset fields
- Create queues with JQL filters and organize them into priority groups
- Build an SLA with start, pause and finish conditions, ordered goals and the right calendar
- Create an automation flow with a sensible scope and actor, and use the audit log to check it
- Set customer access and sharing to match who should raise requests
- Grant access through space roles rather than individual users or groups
Course outline
- 1.Administering Jira Service ManagementVideo · 1 min
- 2.Request types, portal groups and queuesLesson · 17 min
- 3.SLAs, goals and calendarsLesson · 17 min
- 4.Automation, customers and rolesLesson · 16 min
- 5.Jira Service Management administration: request types, queues, SLAs, automation and access: knowledge checkKnowledge check · 15 questions
- 6.Final exam10 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: How does the role of admins change in team-managed projects?
- Atlassian Support: Create request types in company-managed spaces
- Atlassian Support: What's the difference between request types and work types?
- Atlassian Support: How do workflows, work types, and request types connect?
- Atlassian Support: Customize a request type
- Atlassian Support: Hidden fields and unsupported fields in request types
- Atlassian Support: Organize request types into portal groups
- Atlassian Support: Add or remove restrictions on request types
- Atlassian Support: Create a new queue
- Atlassian Support: Make queues for your team
- Atlassian Support: Prioritize your queues using groups
- Atlassian Support: Create and edit an SLA
- Atlassian Support: Set up service level agreement (SLA) goals
- Atlassian Support: Use priority to group SLA goals
- Atlassian Support: Set up SLA conditions
And 13 more.
See it with your own jobs and topics
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