Objectives

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1. From the top menu, select Projects > Create project

   

2. Select Jira Service Management from the left sidebar and choose General service management

   

3. Click on Use template

   

4. Fill in the fields and click on the Create project button

   1. Name: Service Desk

   2. Key: SD
      

      

2. Update the issue types associated with the project

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1. Select Request types from the Project settings sidebar

   

2. Click on the Create request type button

   

3. Fill in the dialog and change the icon and click on Next

   1. Fill in Name: Application Access

   2. Click on the Change icon button

   3. Select the … to choose more icons

      

   4. Select the key icon and press Save

      

   5. Press Next button

      

   6. Click on the General checkbox and click on the Create button

      

4. Click on the Request form tab

   

5. Click on Add a field button

6. Select the checked fields and click on the Apply button

   

7. Click on the Description field and change the text to Why Access is needed? and then click on the Update button to save it

   

8. Click on the Priority field to change the text to Urgency and then click on the Update button to save it

   

9. Click on the Field help (Optional) column for the Access Start Date row to enter the text When do you need the access to start and click on the Update button

10. Click on the Field help (Optional) column for the Planned Access End Date row to enter the text When the access should be removed. You can leave it blank for perpetual access and click on the Update button

11. Change the following fields to Required

    1. Employee User

    2. Application

    3. Application Role

    4. Access Start Date

       

12. The list of visible fields should be as follows

    

13. Click on the Back to request types at the top of the page

    

14. Delete all the 3 request types by clicking on the … and select Delete request type

15. Click on the Delete button again to confirm

    

16. Repeat Steps 14-15 until all the 3 request types are deleted

17. The request types screen should look something like this

    

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6. Granting Customer permission

The default setup for Service Desk project is that the customers have to be added into the project. For this tutorial, we will change it to anyone who has an account on your Jira Cloud site

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1. Click on Customer permissions on the Project settings sidebar

   

2. Change the Service project access to Anyone with an account on https://<your-site>.atlassian.net

   

3. Click on the Save button

Next

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