Ready to supercharge your service desk agents' daily workflows?

🚀 We are moving into our fourth week together, shifting our focus to a massive topic: Configuring Agent Facing Features, which accounts for 19% of the ACP-420 exam blueprint!

This session is all about setting up your internal fulfillment team for ultimate productivity. We will break down how to take complex incoming requests and organize them into clean, high-priority Queues using targeted JQL filters and SLA functions.

We will also master SLA configurations—learning exactly how to map out goals, conditions, and calendars to help your team hit its targets. Finally, we'll explore feature management, showing you when and how to toggle on critical modules like the board, calendar, incidents, problems, and alerts. In this session, we’ll cover:

✅ Queue Configuration & Troubleshooting: Creating, reordering, and grouping queues by Priority groups and "Other".

✅ JQL for Queues: Writing advanced JQL queries using JSM-specific SLA functions.

✅ SLA Deep Dive: Configuring SLA conditions (start, pause, stop), goals, and custom calendars.

✅ Feature Management: Enabling or disabling boards, calendars, and core ITIL workflows (Service Requests, Incidents, Problems, Changes, and PIRs).

✅ Alerts & Incident Response: Managing notification rotations, escalation rules, and testing tools in the Feature lab.

Bring your queue-building strategies and SLA puzzles as we build out an optimized workspace live!

🛠️ It is entirely free and hosted on YouTube. A recording will be made available if you can't join us live.

Your instructor: Robert Hean

Robert is an experienced Atlassian educator with a passion for helping teams unlock the full potential of Jira. Known for his clear, engaging teaching style, Robert delivers actionable insights you can apply immediately to your own Jira instance.

👉 Follow Robert for more Atlassian expertise:

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