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FAQ's

How do I configure SLA goals in Jira Service Management for Cloud?
Oh, setting up SLA goals in Jira Service Management is a smart move! First, you go to your project settings, and then find SLAs. Here, you can create new SLA goals based on what you need, like response times or resolution times. You set up the conditions for each goal, like "Time to first response should be 4 hours within business hours." It's all about making sure your team responds to and resolves issues in a timely manner. Pretty cool for keeping everyone on track!

Can you explain the process of setting up automation rules for service requests? I'm a bit confused.
Sure thing! Automation rules in Jira are like setting up little helpers to take care of routine tasks. You go to your project settings and then to Automation. Here, you can create rules based on triggers, like when a new ticket is created or a status changes. You can set actions for these triggers, like sending an email, assigning the ticket, or updating a field. It's a great way to streamline your service requests and save time!

What's the difference between a project and a service desk in Jira Cloud?
In Jira Cloud, a project is like your workspace where you manage all sorts of tasks and issues. A service desk, on the other hand, is a type of project specifically designed for handling service requests and support issues. It's more focused on customer service, with features like a customer portal and SLAs. Think of a service desk as a specialized project for all your support needs.

How can I customize the customer portal for my service project?
Customizing the customer portal is a great way to make it more user-friendly! In Jira Service Management, you go to your project settings and then to the Customer Portal. Here, you can change the look and feel, like colors and logos, to match your branding. You can also customize the request types and the information you ask for, so it's easier for your customers to get the help they need.

Can I integrate Jira Service Management with other tools we use at our university?
Absolutely! Jira Service Management can integrate with a bunch of different tools. You can connect it with your email system, chat tools like Slack, or even other Atlassian products like Confluence. There are also lots of add-ons in the Atlassian Marketplace for other integrations. This means you can make Jira work seamlessly with the tools your university already uses.

What are the pricing plans for Jira Cloud, and what do they include?
Jira Cloud has several pricing plans, and they're pretty flexible. There's a Free plan for small teams, which includes basic features. Then there's the Standard plan, which has more features and support. For larger teams, there's the Premium plan with advanced features like project archiving and unlimited storage. And for really big organizations, there's the Enterprise plan, which includes everything in Premium plus extra security and governance tools. Each plan is designed to fit different team sizes and needs, so you can choose what works best for you.

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