CINXE.COM

Service Management

<!DOCTYPE html><html lang="en" class="aui-responsive"><head><meta charset="utf-8"><meta http-equiv="X-UA-Compatible" content="IE=EDGE"><title>Service Management</title><meta name="viewport" content="initial-scale=1"/><meta name="ajs-context-path" content=""/><meta name="ajs-sdPluginVersion" content="5.12.15"/><meta name="ajs-kb-article-viewed" content="false"/><script> window.WRM=window.WRM||{};window.WRM._unparsedData=window.WRM._unparsedData||{};window.WRM._unparsedErrors=window.WRM._unparsedErrors||{}; WRM._unparsedData["com.atlassian.servicedesk.frontend-webpack-plugin:license-type.data"]="{\u0022isDcLicense\u0022:true}"; WRM._unparsedData["com.atlassian.servicedesk.core-ui:util-base-url.base-url"]="\u0022https://support.first.org\u0022"; WRM._unparsedData["com.atlassian.plugins.atlassian-plugins-webresource-plugin:context-path.context-path"]="\u0022\u0022"; WRM._unparsedData["com.onresolve.jira.groovy.groovyrunner:web-item-response-renderer.web-item-actions-data-provider"]="[]"; 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