Need simple instructions in setting up portal, forms and agent screens

[Gavin Klose]

Can anybody please help me?

I need help setting up Jira Service Management to address the highlighted questions/issues in this PDF:

Portal Screen > Request Form > Agent Screen

We want to create a really simple IT Help and Request experience for customers and support agents. It will provide support for multiple products and offer customers 3 options: 

1. Self-help articles

2. Get help 

3. Request a Feature.

I require “Made for Dummies” and visual step-by-step instructions on how as I am getting confused with all of the different terms eg Screens vs Issue Type Screen Schemes vs Issue/Request Types, Fields etc (eg seem to be going around in circles reading docs like this: https://confluence.atlassian.com/adminjiraserver/defining-a-screen-938847288.html).

I am personally a visual learner so screenshots work best for me.

[Gavin Klose · Accepted solution]

Thanks for your suggestion, Dirk. None of the free courses provided what I needed for Service Management. I managed to sort things out by trial and error and the Community. I must say, Jira is NOT very intuitive.

[Dirk Ronsmans]

Hi @Gavin Klose and welcome to the  community!

If you plan on going further with this I suggest taking some (free) courses at the Atlassian University. https://university.atlassian.com

These are video based so should be perfect for a visual learner. Setting up a portal, request types, issue types, screens, schemes,.. would lead us to a very detailed and long guide.

Hence if you plan on moving forward in this field or in your job with this I suggest the training courses. They handle everything (visually) that you woud like to learn.

Another thing might be to contact a solution partner who can provide you one on one training or set it up/maintain it for you. A list of possible partners can be found at https://partnerdirectory.atlassian.com

If you have specific smaller questions I'm sure we can provide you with guides but detailing out an entire installation/implementation might take us too far here.

[Daniel Ebers]

Hi @Gavin Klose

looks I am quite late to the party - but agreeing to all what Dirk said I just wanted to post a popular bookmark, the video library.
Here you can find tons of videos - that, although not helping for the current case, could be of support for later actions in configuring Jira.

• Check out the Community video library!
  https://community.atlassian.com/t5/Training-Certification-articles/Check-out-the-Community-video-library/ba-p/1551614

Regards,
Daniel

[Gavin Klose]

Thanks