My organization is getting ready to install Jira Service Desk (replacing another "ticketing system"). I am seeking guidance and real-life examples of how others are using the Product categorization and Operational categorization cascading fields.
I am not an ITSM or ITIL expert but I've been researching best practices for incident (and [service] request) categorization. Here are some of the resources that I found helpful:
So how is YOUR organization using these categorization fields? If you could start over (or do a major overhaul on the existing values), what would you do?
Note: I know how to add categorization values to these fields and create request types and the other Jira admin-type functions. I'm seeking guidance on which values to use in each field.
Note 2: I recognize that the actual values in these fields depend on many factors. The challenge is taking the categorization concepts and coming up with useful values. At this point, I feel like it would be most valuable to see actual value lists that others are using. But I'm open to other input as well. Thanks!
Hello there Cloud Community members! Today, we’re thrilled to announce Jira Service Management, the next generation of Jira Service Desk. Jira Service Management touts advancements in IT service ...
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