Ready to bring real-world infrastructure and context right into your Jira tickets?

🚀 We are reaching the halfway point of our study series, exploring two key areas: configuring on-call capabilities and utilizing specialized context features—accounting for 9% of the ACP-420 exam blueprint! This session is perfect for project admins who want to connect physical assets, service catalogs, and team schedules directly to incoming issues. We will demystify how to leverage Assets data without having to fully configure object schemas from scratch, learn to track downstream business services, and understand how to manage products and entitlements. Additionally, we will cover how to keep your operations running smoothly by setting up robust on-call rotations and escalation pathways. In this session, we’ll cover:

✅ On-Call Functionality: Building schedules, defining rotations, setting routing rules, and configuring alert/escalation policies.

✅ Utilizing Assets (formerly Insight): Leveraging object schemas, types, and attributes, and referencing Assets-related custom fields in your request types, forms, and queues.

✅ Service Management within JSM: Enabling services, configuring relationships/tiers, and tracking how services affect incidents and changes.

✅ Products and Entitlements: Managing product entitlements, adding entitlement fields to request types, and using them to restrict customer access to support.

Bring your operations and asset-tracking questions as we explore how to inject rich technical context into every ticket live!

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.

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