How do you use the ITSM Sample space or demo service desk in Jira Service Management?

[Kimmi Rawsthorne]

Hi community! Kimmi here from the Jira Service Management Design Team :).

We are exploring what our customers expect from a sample project so we can better support your needs when you’re creating/testing/demo-ing a new service project.

To those who have used/are currently using our ITSM sample space or Demo service desk, we’d love to know:

1. What intentions or goals did you have when you started using the sample project? Were you able to achieve those goals?
2. How did you and your team use the sample project?
3. What tasks did you explore or customize in the sample project?
4. Was there anything you would’ve liked to have seen or been able to do in the sample space? Why?

Do you have any other thoughts you’d like to share about the ITSM sample space in Jira Service Management? Please comment on this article or leave feedback in product (See “Give feedback button” at bottom of side navigation), we’d love to hear from you.

Best,

Kimmi Rawsthorne

Product Designer, Jira Service Management Cloud

[John Williams]

I have just started to play around with the ITSM project.   It seems to demo a lot of possible features as inspiration for what we could use at our company.   

Is there some higher level intro into the concepts, or reasoning for each of the different queues?   I can see that it demos a lot of specific use cases, but a higher level intro, for someone new to JSM would be great.    

[Kimmi Rawsthorne]

Hi John,

Thanks for your comment.

There is a Getting started guide available on the website that covers core concepts, including the different ITSM queues. It explains each work category (what the queues are based on) and also guides you through setting up the project to get it up and running.

Hope this helps!

Kimmi

[John Williams]

Thanks Kimmi!

[Dan Breyen]

I wanted to keep it around for reference while we're building out our production JSM project.  I figured it would be nice to see how it was setup to get our original project live, and then down the road as we expand into other projects or functions.  As you can now hide it from your production Help Center, it's pretty much out of the way, but there if needed for reference.

Here's the link to hide it in the portal if you're interested:Hide portals from your help center | Jira Service Management Cloud | Atlassian Support

[Kimmi Rawsthorne]

Hey Dan,

Thanks for sharing! Interesting to hear that you've kept it around as a reference.

I'm curious to know, what parts of the ITSM sample space did you check out as a reference when building your original project, and now that time has passed, in what scenarios would you re-visit the ITSM sample space?

Cheers,

Kimmi

[Sandra Lawrence]

Can I ask where this portal with sample data is for me to access?  I am trying to learn/understand schemas and how inherited data works - cannot get a clear picture!

Also trying to find sample AQL/IQL queries that would allow me to connect 3-4 object types and display all their attribute data from each object type?  Any ideas?