Get started with Jira Service Management for agents
Learn how to succeed in your role as a service project agent.
What are incidents?
Learn about what defines an incident and how the ITSM incidents category can be used.
What are major incidents?
Learn what defines a major incident, what they’re for, and how Opsgenie relates to incidents.
Escalate an incident
Learn what it means to escalate an incident, how to do it, and what happens when you do.
Set SLAs in incidents
Learn how SLAs work in incidents and how to set them up.
Create or join an Incident Command Center session
Learn how to start a new or join an existing ICC session.
Set permissions for the Incident Command Center
Learn how to set permissions for the Incident Command Center and make sure your agents have access to swarm on incidents
What is the Incident Command Center (ICC)?
Learn how to swarm on major incidents using an Incident Command Center.
What is the incident timeline?
Track the progress of major incidents with the incident timeline
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