Learn how to succeed in your role as a service desk agent.
To allow you to provide the best response when incidents occur in your business, Jira Service Desk provides an Information Technology Infrastructure Library (ITIL) compliant incident management workflow. This workflow can be customized to suit your needs and reduce downtime and negative impacts on business.
To customize incident management workflows you need to be a Jira or project admin.
Automation rules can be created to automatically close resolved incidents.
Jira Service Desk contains a default incident management workflow that can be used to create customized workflows.
Custom fields can be added to default fields in an agent's view of an incident.
Incidents can be linked to each other or other Jira applications.
The incident management workflow can be customized.
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