"What are some common support automations my team can use?" Find out on this episode of Appfire Presents: The BEST IT Service Management Show by Appfire. Jira rock star Rachel Wright stops by to explain project workflows that accommodate the back-and-forth nature of support work. We cover some default JSM service workflows used for service requests, and the statuses these include like: waiting for support, waiting for customer, pending, resolved, in progress, canceled, escalated, and closed.

About the Guest

Rachel Wright is an entrepreneur, process engineer, and Atlassian Certified Jira Administrator. She wrote "The Jira Strategy Admin Workbook," and "The Ultimate Guide to Jira Migrations: How to Migrate from Jira Server to Data Center or Cloud". She's also a speaker, an Atlassian Community Leader and author of courses for new and advanced Jira admins and users. She started using Jira and Confluence in 2011, became an administrator in 2013, and was certified in 2016 (the first year you could actually get certified). She's the owner and founder of Industry Templates, LLC, which helps companies grow, get organized, and develop their processes.

About the Show:
The BEST ITSM Show by Appfire brings you expert insights for IT service delivery, so your employees and customers have what they need to succeed. Get the right tech and tips for the right job at hand. Look like you’ve come from the future with all your new ITSM smarts. Every episode is a brisk 10 minutes—less time than it takes to provision a laptop or troubleshoot a tech support issue.