Intro

Question 1

list the 4 JSM roles

Answer 1

Customer
Agents
Jira SW / Business users
JSM Admin

Question 2

which JSM role(s) consume a JSM license ?

Answer 2

Agent
Admin

Question 3

what can a JSM admin do ?

Answer 3

Admin role for any Service project
Access all features of JSM
Add / remove agents customers and other users to / from Service Projects
Configure request Types Queues SLAs and reports
Brand the customer portal
Manage connection to a Confluence KB
Configure an Email channel

Question 4

what can’t a JSM admin do i nJSM

Answer 4

create Company Managed projects
Edit schemes and workflows
Edit issue types
Edit issue fields
Edit screens

Question 5

What are the 5 preset system issue types in JSM projects ?

Answer 5

Service Request
Incident
Problem
Change
PIR

Question 6

What are the default fields on a Incident issue type ?

Answer 6

Affected Service
Affected Hardware
Urgency
Impact
Severity
Pending reason
Source
Product categorization
Operation categorization

Question 7

What are the default fields on a SR issue type ?

Answer 7

Urgency
Impact
Pending reason
Product Cat.
Operational Cat.

Question 8

What are the default fields on a PRB issue type ?

Answer 8

Affected Service
Affected Hardware
Urgency
Impact
Root Cause
Workaround
Pending reason
Investigation Reason
Source
Product categorization
Operation categorization

Question 9

What are the default fields on a CHG issue type ?

Answer 9

Affected Services
Change type
Impact
Urgency
Change risk
Change reason
Implementation plan
Backout plan
Test plan
Planned start date
Planned end date
Change start date
Change completion date
Approver groups