📚 Glossary

Learn the basics Jira Service Management terms connected to incident management and customer portal.

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Last updated 12 months ago

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📚 Glossary

Learn the basics Jira Service Management terms connected to incident management and customer portal.

Announcement banners: Notices displayed on the service desk portal to communicate important announcements, updates, or alerts to users and customers.
: Functionality allowing customers to modify or update their service requests within the portal without engaging agents.
Escalation: Process of escalating a service request or issue to a higher level of support or authority for resolution.
Incident: An unplanned interruption or reduction in the quality of an IT service, often resulting in the need for immediate attention and resolution.
Incident communication management: Procedures for effectively communicating with customers during incidents to keep them informed of progress and expected resolutions, minimize agents' engagement, and maximize resolution effectiveness.
Incident Management: The process of managing and resolving incidents to minimize disruption to IT services and restore normal operations promptly.
ITIL: Framework for IT Service Management (ITSM) that provides best practices for aligning IT services with the needs of the business.
ITSM: IT Service Management encompasses the processes, policies, and procedures used to design, deliver, manage, and improve IT services for organizations.
Jira Service Desk portal: An online platform or interface where users can submit service requests, report incidents, and access IT support services.
JQL: Jira Query Language, a query language used in Jira software for searching and filtering issues. For functions, visit the .
Queue: A waiting line where service requests or issues are held until Jira service desk agents can address them.
Request type: Categories or classifications used to classify service requests based on their nature or purpose.
Resolution: The action or process of resolving a service request or incident, often resulting in a solution or workaround being provided.
Service desk agent: A support team member responsible for handling service requests and incidents.
SLA: Service Level Agreement, a formal agreement defining the service level expected from a service provider, including response and resolution times.

PreviousRequest additional information NextITIL VS ITSM

Last updated 12 months ago

Was this helpful?

Announcement banners: Notices displayed on the service desk portal to communicate important announcements, updates, or alerts to users and customers.
: Functionality allowing customers to modify or update their service requests within the portal without engaging agents.
Escalation: Process of escalating a service request or issue to a higher level of support or authority for resolution.
Incident: An unplanned interruption or reduction in the quality of an IT service, often resulting in the need for immediate attention and resolution.
Incident communication management: Procedures for effectively communicating with customers during incidents to keep them informed of progress and expected resolutions, minimize agents' engagement, and maximize resolution effectiveness.
Incident Management: The process of managing and resolving incidents to minimize disruption to IT services and restore normal operations promptly.
ITIL: Framework for IT Service Management (ITSM) that provides best practices for aligning IT services with the needs of the business.
ITSM: IT Service Management encompasses the processes, policies, and procedures used to design, deliver, manage, and improve IT services for organizations.
Jira Service Desk portal: An online platform or interface where users can submit service requests, report incidents, and access IT support services.
JQL: Jira Query Language, a query language used in Jira software for searching and filtering issues. For functions, visit the .
Queue: A waiting line where service requests or issues are held until Jira service desk agents can address them.
Request type: Categories or classifications used to classify service requests based on their nature or purpose.
Resolution: The action or process of resolving a service request or incident, often resulting in a solution or workaround being provided.
Service desk agent: A support team member responsible for handling service requests and incidents.
SLA: Service Level Agreement, a formal agreement defining the service level expected from a service provider, including response and resolution times.