Chapter 6: Automating Jira Service Management
Today, Jira Service Management is used by many organizations to provide customer support portals, human resources (HR) services, and information technology (IT) service desks, among others.
The most common use case for Jira Service Management, however, is as an IT Service Management (ITSM) solution to enable the efficient provision of IT services within an organization.
One of the best ways to improve efficiency and drive down the cost per ticket in an IT service desk request is to automate mundane tasks and processes wherever possible.
Some of the most common tasks wherein automation provides immediate benefits are the categorization and routing of tickets, keeping customers updated as to the status of their requests, maintaining service-level agreement (SLA) compliance, freeing up support staff from repetitive tasks, and closing out older requests to ensure they are not clogging up your request queues.
In this chapter, we...
