ACP ACP Atlassian Professional Jira Service Management 2

Question 1

In Jira Service Management, what is an 'Approval' step in a workflow?

Accepted Answer

A workflow transition that pauses issue progress until a designated approver accepts or rejects the request

Answer

Approval steps in Jira Service Management workflows pause the issue in a specific status and notify designated approvers, who must approve or decline before the issue can transition forward.

Question 2

What is the role of 'Automation Rules' in Jira Service Management?

Accepted Answer

They trigger automatic actions—like assigning, notifying, or transitioning issues—based on defined events and conditions

Answer

Automation Rules in Jira Service Management allow teams to configure no-code if-this-then-that logic to automate repetitive tasks such as auto-assigning tickets by category or notifying managers on SLA breach.

Question 3

What is an 'Escalation Rule' in Jira Service Management SLA configuration?

Accepted Answer

A rule that triggers an action—like reassigning or notifying—when an SLA is approaching breach

Answer

SLA escalation rules in Jira Service Management fire automation actions when a ticket reaches a defined threshold of its SLA target, such as 80% elapsed time, to alert agents or reassign the issue before breach.

Question 4

In Jira Service Management, what is the difference between an 'Agent' and a 'Customer'?

Accepted Answer

Agents are licensed users who work on and resolve requests; Customers are unlicensed end users who submit requests

Answer

Agents in Jira Service Management are licensed team members who view queues, update issues, and communicate with customers, while Customers are unlicensed users limited to submitting and tracking their own requests via the portal.

Question 5

Which Jira Service Management feature helps track assets like laptops or servers linked to service requests?

Accepted Answer

Assets (formerly Insight)

Answer

Assets (formerly Insight) is a Jira Service Management feature that provides a CMDB (Configuration Management Database) for tracking IT assets and linking them to service requests for impact analysis.

(ACP) Atlassian Certified Professional Practice Test

(ACP) Atlassian Certified Professional Practice Test

ACP ACP Atlassian Professional Jira Service Management 2