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JIRA Service Desk Portal Best Practices

Brant Schroeder Community Leader May 11, 2018

We are in the process of re-rolling out our Service Desk Portal.  The objective is to make service desk request types more robust.  We are hoping to do the following:

  • Improve request type search by
    • Improving request type names and descriptions
    • Make request type forms more robust through additional fields 
  • Improve KB search by
    • Adding additional articles
    • Using labels

I am interested in learning how others have rolled out the JIRA Service Desk portal in a large organization that has over twenty internal service desks.  What are some of the best practices you put in place to ensure standard naming conventions for request types and request type descriptions to improve search?

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