📚 Glossary

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

1. Announcement banners: Notices displayed on the service desk portal to communicate important announcements, updates, or alerts to users and customers.

2. : Functionality allowing customers to modify or update their service requests within the portal without engaging agents.

3. Escalation: Process of escalating a service request or issue to a higher level of support or authority for resolution.

4. Incident: An unplanned interruption or reduction in the quality of an IT service, often resulting in the need for immediate attention and resolution.

5. 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.

6. Incident Management: The process of managing and resolving incidents to minimize disruption to IT services and restore normal operations promptly.

7. ITIL: Framework for IT Service Management (ITSM) that provides best practices for aligning IT services with the needs of the business.

8. ITSM: IT Service Management encompasses the processes, policies, and procedures used to design, deliver, manage, and improve IT services for organizations.

9. Jira Service Desk portal: An online platform or interface where users can submit service requests, report incidents, and access IT support services.

10. JQL: Jira Query Language, a query language used in Jira software for searching and filtering issues. For functions, visit the Atlassian page.

11. Queue: A waiting line where service requests or issues are held until Jira service desk agents can address them.

12. Request type: Categories or classifications used to classify service requests based on their nature or purpose.

13. Resolution: The action or process of resolving a service request or incident, often resulting in a solution or workaround being provided.

14. Service desk agent: A support team member responsible for handling service requests and incidents.

15. SLA: Service Level Agreement, a formal agreement defining the service level expected from a service provider, including response and resolution times.