Service Desk Agent Quick Reference Guide

Overview

Quick reference for Service Desk Agents with Agent access to JSM projects to manage absence coverage and approval delegation.

🎯 What You Can Do

• ✅ All End User capabilities

• ✅ Delegate approval workflows

• ✅ Configure customer-facing messages

• ✅ Ensure SLA compliance during absences

🔗 Essential Links

Service Desk Features

• Rule Configuration Guide

  • Create rules with approval delegation

• Mention Detection and Auto-Reply

  • Automatic customer notifications

Integrations

• Google Workspace Calendar Integration - Sync "Out of Office" calendar events

• Tempo Timesheets - User Configuration - Connect timesheet plans to absence rules

• Microsoft Outlook Integration - Connect Office 365 with Out of Office

Additional Resources

• Permissions and Access Requirements

  • Understand JSM agent permissions

• JSM Features

  • Manage your absence rules

🚀 Quick Actions

1. Create Rule: Click "Add rule for myself"

2. Set Approval Coverer: Configure approval delegation field

3. Customer Message: Set professional out-of-office text

4. Privacy Setting: Enable "Do not share with customers" for internal notes

📋 Key JSM Settings

• Project Scope: Select your JSM projects

• Issue Coverer: Handles new tickets

• Approval Coverer: Maintains approval workflows

• Customer Message: Visible to customers

• Internal Comments: Team-only communication

Next: https://resolution.atlassian.net/wiki/spaces/OoO/pages/5238816924