{"id":48203,"date":"2025-01-22T17:44:42","date_gmt":"2025-01-22T16:44:42","guid":{"rendered":"https:\/\/partners.sngular.com\/atlassian\/?p=48203"},"modified":"2025-01-22T17:44:42","modified_gmt":"2025-01-22T16:44:42","slug":"guia-practica-para-crear-portales-accesibles-y-eficientes-en-jira-service-management","status":"publish","type":"post","link":"https:\/\/partners.sngular.com\/atlassian\/guia-practica-para-crear-portales-accesibles-y-eficientes-en-jira-service-management\/","title":{"rendered":"Gu\u00eda pr\u00e1ctica para crear portales accesibles y eficientes\u00a0en Jira Service Management"},"content":{"rendered":"\n<div class=\"bloque-blog-head\">\n    <div class=\"bloque-blog-head-background\" style=\"background-image: url(https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/01\/freepik__adjust__34031.png);\">\n        <div class=\"bloque-blog-titulo\">\n            <h1 class=\"\" style=\"text-align: center\">Gu\u00eda pr\u00e1ctica para crear portales accesibles y eficientes\u00a0en Jira Service Management<\/h1>\n        <\/div>\n    <\/div>\n    <div class=\"bloque-blog-info\">\n    <\/div>\n<\/div>\n\n<p data-renderer-start-pos=\"554\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-48262\" src=\"https:\/\/partners.sngular.com\/atlassian\/wp-content\/uploads\/2025\/01\/atlassian-badges-con-training.png\" alt=\"\" width=\"5402\" height=\"524\" \/><\/p>\n<h2 data-renderer-start-pos=\"554\">C\u00f3mo configurar el portal de usuarios en Jira Service Management<\/h2>\n<p data-renderer-start-pos=\"554\">Cuando configuramos un <strong><a href=\"https:\/\/partners.sngular.com\/atlassian\/atlassian-ampliando-las-capacidades-de-personalizacion-del-centro-de-ayuda-en-jsm-cloud\/\" target=\"_blank\" rel=\"noopener\">portal de usuario en Jira Service Management<\/a> (JSM)<\/strong>, no solo estamos ordenando nuestras solicitudes; estamos dise\u00f1ando la puerta de entrada para que nuestros usuarios resuelvan sus problemas de forma r\u00e1pida y sencilla. Y, como sabemos, un portal confuso no solo frustra a los usuarios, sino que tambi\u00e9n genera m\u00e1s trabajo para los equipos de soporte. \ud83d\ude05<\/p>\n<p data-renderer-start-pos=\"914\">En <span data-highlighted=\"true\" data-vc=\"highlighted-text\"><span class=\"_11q7y4f7 _5pioz8co _189eyh40 _n3tdv77o _1il9nqa1 _19lcevot _d0altlke acronym-highlight\" data-testid=\"acronym-highlight\">Jira Service Management<\/span><\/span>, tenemos tres niveles para estructurar las peticiones: <strong data-renderer-mark=\"true\">Portales<\/strong>, <strong data-renderer-mark=\"true\">Portal Groups<\/strong> y dentro de estos, los <strong data-renderer-mark=\"true\">Request Types<\/strong>. Pero\u2026 \u00bfC\u00f3mo decidir qu\u00e9 va en cada nivel? Aqu\u00ed te presentamos distintos enfoques para agrupar las solicitudes en tu portal, con sus pros, contras y algunos consejos clave para optimizar la experiencia de usuario. \ud83c\udfaf<\/p>\n<h3 id=\"1.-Agrupaci\u00f3n-por-tipo-de-usuario-final-\ud83e\uddcd\u200d\u2642\ufe0f\ud83e\uddcd\u200d\u2640\ufe0f\" data-renderer-start-pos=\"1258\"><strong data-renderer-mark=\"true\">1. Agrupaci\u00f3n por tipo de usuario final<\/strong>\u00a0\ud83d\udc65<\/h3>\n<p>En este primer modelo de organizaci\u00f3n, organizaremos nuestro <a href=\"https:\/\/partners.sngular.com\/atlassian\/ya-puedes-anadir-varios-centros-de-ayuda-en-jira-service-management\/\">portal<\/a> seg\u00fan el tipo de usuario final. Es decir, seg\u00fan los perfiles de usuario que lo usar\u00e1n: empleados, clientes externos, proveedores, etc. Vamos con un ejemplo:<\/p>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"1446\"><strong data-renderer-mark=\"true\">Portales:<\/strong><\/p>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li data-renderer-start-pos=\"1459\">\u201cSoporte para empleados\u201d<\/li>\n<li data-renderer-start-pos=\"1487\">\u201cSoporte para clientes\u201d<\/li>\n<li data-renderer-start-pos=\"1514\">\u201cProveedores y terceros\u201d<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"1544\"><strong data-renderer-mark=\"true\">Portal Groups dentro de \u201cSoporte para empleados\u201d:<\/strong><\/p>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li data-renderer-start-pos=\"1597\">\u201cRecursos Humanos\u201d<\/li>\n<li data-renderer-start-pos=\"1619\">\u201cIT\u201d<\/li>\n<li data-renderer-start-pos=\"1627\">\u201cMantenimiento\u201d<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<div class=\"ak-editor-panel cc-1n93efi\" data-panel-type=\"success\">\n<div class=\"ak-editor-panel__content\">\n<p data-renderer-start-pos=\"1649\"><strong data-renderer-mark=\"true\">\u2705Pros de la agrupaci\u00f3n por tipo de usuario final:<\/strong><\/p>\n<ul>\n<li data-renderer-start-pos=\"1649\">Facilita el acceso directo a los usuarios finales seg\u00fan su perfil.<\/li>\n<li data-renderer-start-pos=\"1649\">Reduce el ruido, ya que cada grupo <a href=\"https:\/\/partners.sngular.com\/atlassian\/como-limitar-el-acceso-a-las-request-types-de-forma-nativa\/\" target=\"_blank\" rel=\"noopener\">ve solo las opciones que le interesan<\/a>.<\/li>\n<li data-renderer-start-pos=\"1649\">\u00datil en empresas grandes con usuarios diversos.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"ak-editor-panel cc-1n93efi\" data-panel-type=\"error\">\n<div class=\"ak-editor-panel__content\">\n<p data-renderer-start-pos=\"1856\"><strong data-renderer-mark=\"true\">\u274cContras de la agrupaci\u00f3n por tipo de usuario final:<\/strong><\/p>\n<ul>\n<li data-renderer-start-pos=\"1856\">Puede complicarse si los mismos usuarios necesitan acceder a distintos portales.<\/li>\n<li data-renderer-start-pos=\"1856\">Requiere una buena definici\u00f3n previa de los perfiles de usuario.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"ak-editor-panel cc-zkm9y5\" data-panel-type=\"custom\" data-panel-color=\"#EAE6FF\" data-panel-icon=\":thumbsup:\" data-panel-icon-id=\"1f44d\" data-panel-icon-text=\"\ud83d\udc4d\">\n<p class=\"ak-editor-panel__icon\"><span data-emoji-id=\"1f44d\" data-emoji-short-name=\":thumbsup:\" data-emoji-text=\"\ud83d\udc4d\"><span class=\"emoji-common-main-styles emoji-common-node emoji-common-emoji-image cc-9fkst0\" title=\":thumbsup:\" data-testid=\"image-emoji-:thumbsup:\" data-emoji-type=\"image\">Para sintetizar un poco, este modelo resulta perfecto para organizaciones con m\u00faltiples audiencias externas o roles bien diferenciados. Puedes a\u00f1adir instrucciones iniciales en el portal para ayudar a los usuarios a identificar \u201csu\u201d espacio.<\/span><\/span><\/p>\n<p>&nbsp;<\/p>\n<\/div>\n<h3 id=\"2.-Agrupaci\u00f3n-por-departamentos-o-\u00e1reas-de-soporte-\ud83c\udfe2\" data-renderer-start-pos=\"2233\"><strong data-renderer-mark=\"true\">2. Agrupaci\u00f3n por departamentos o \u00e1reas de soporte<\/strong>\u00a0\ud83c\udfe2<\/h3>\n<p data-renderer-start-pos=\"2288\">En esta ocasi\u00f3n, vamos a clasificar las peticiones seg\u00fan las \u00e1reas responsables de gestionarlas (IT, Recursos Humanos, Finanzas, etc.). Veamos un ejemplo:<\/p>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"2422\"><strong data-renderer-mark=\"true\">Portales:<\/strong><\/p>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li data-renderer-start-pos=\"2435\">\u201cPortal de Recursos Humanos\u201d<\/li>\n<li data-renderer-start-pos=\"2467\">\u201cPortal de IT\u201d<\/li>\n<li data-renderer-start-pos=\"2485\">\u201cPortal de Finanzas\u201d<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"2511\"><strong data-renderer-mark=\"true\">Portal Groups dentro del \u201cPortal de IT\u201d:<\/strong><\/p>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li data-renderer-start-pos=\"2555\">\u201cSoporte t\u00e9cnico\u201d<\/li>\n<li data-renderer-start-pos=\"2576\">\u201cGesti\u00f3n de acceso\u201d<\/li>\n<li data-renderer-start-pos=\"2599\">\u201cSolicitudes de equipo\u201d<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<div class=\"ak-editor-panel cc-1n93efi\" data-panel-type=\"success\">\n<div class=\"ak-editor-panel__content\">\n<p data-renderer-start-pos=\"2629\"><strong data-renderer-mark=\"true\">\u2705Pros de la agrupaci\u00f3n por departamentos o \u00e1reas de soporte:<\/strong><\/p>\n<ul>\n<li data-renderer-start-pos=\"2629\">Hace m\u00e1s f\u00e1cil asignar las solicitudes al equipo correcto.<\/li>\n<li data-renderer-start-pos=\"2629\">Refuerza la responsabilidad clara de cada \u00e1rea.<\/li>\n<li data-renderer-start-pos=\"2629\">Se alinea bien con estructuras organizativas comunes.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"ak-editor-panel cc-1n93efi\" data-panel-type=\"error\">\n<div class=\"ak-editor-panel__content\">\n<p data-renderer-start-pos=\"2808\"><strong data-renderer-mark=\"true\">\u274cContras de la agrupaci\u00f3n por departamentos o \u00e1reas de soporte:<\/strong><\/p>\n<ul>\n<li data-renderer-start-pos=\"2808\">Los usuarios deben entender qu\u00e9 \u00e1rea gestiona cada tipo de solicitud (no siempre es intuitivo).<\/li>\n<li data-renderer-start-pos=\"2808\">Puede fragmentar demasiado las solicitudes si hay departamentos con funciones similares.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"ak-editor-panel cc-zkm9y5\" data-panel-type=\"custom\" data-panel-color=\"#EAE6FF\" data-panel-icon=\":thumbsup:\" data-panel-icon-id=\"1f44d\" data-panel-icon-text=\"\ud83d\udc4d\">\n<p class=\"ak-editor-panel__icon\"><span data-emoji-id=\"1f44d\" data-emoji-short-name=\":thumbsup:\" data-emoji-text=\"\ud83d\udc4d\"><span class=\"emoji-common-main-styles emoji-common-node emoji-common-emoji-image cc-9fkst0\" title=\":thumbsup:\" data-testid=\"image-emoji-:thumbsup:\" data-emoji-type=\"image\">Nuestra recomendaci\u00f3n es que incluyas una breve descripci\u00f3n en los portales para guiar a los usuarios. Por ejemplo: \u201cUsa este portal para cualquier solicitud relacionada con Recursos Humanos, como vacaciones o formaci\u00f3n\u201d.<\/span><\/span><\/p>\n<p>&nbsp;<\/p>\n<\/div>\n<h3 id=\"3.-Agrupaci\u00f3n-por-tipo-de-problema-o-solicitud-\ud83d\udd27\" data-renderer-start-pos=\"3219\"><strong data-renderer-mark=\"true\">3. Agrupaci\u00f3n por tipo de problema o solicitud<\/strong>\u00a0\ud83d\udd27<\/h3>\n<p data-renderer-start-pos=\"3270\">En este tercer modelo, vamos a dividir las peticiones seg\u00fan el tipo de necesidad o problema que los usuarios quieren resolver<\/p>\n<ul class=\"ak-ul\" data-indent-level=\"1\">\n<li>\n<p data-renderer-start-pos=\"3389\"><strong data-renderer-mark=\"true\">Un solo portal general:<\/strong> \u201cSoporte y solicitudes generales\u201d<\/p>\n<\/li>\n<li>\n<p data-renderer-start-pos=\"3450\"><strong data-renderer-mark=\"true\">Portal Groups:<\/strong><\/p>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li data-renderer-start-pos=\"3468\">\u201cReportar un problema t\u00e9cnico\u201d<\/li>\n<li data-renderer-start-pos=\"3502\">\u201cSolicitar un acceso o permiso\u201d<\/li>\n<li data-renderer-start-pos=\"3537\">\u201cHacer una pregunta\u201d<\/li>\n<li data-renderer-start-pos=\"3561\">\u201cSolicitar un equipo o software\u201d<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<div class=\"ak-editor-panel cc-1n93efi\" data-panel-type=\"success\">\n<div class=\"ak-editor-panel__content\">\n<p data-renderer-start-pos=\"2629\"><strong data-renderer-mark=\"true\">\u2705Pros de la agrupaci\u00f3n por tipo de problema o solicitud:<\/strong><\/p>\n<ul>\n<li data-renderer-start-pos=\"2629\">Simplifica la estructura al no requerir m\u00faltiples portales.<\/li>\n<li data-renderer-start-pos=\"2629\">Es m\u00e1s intuitivo para usuarios que no entienden de departamentos.<\/li>\n<li data-renderer-start-pos=\"2629\">Reduce el riesgo de que los usuarios elijan el portal incorrecto.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"ak-editor-panel cc-1n93efi\" data-panel-type=\"error\">\n<div class=\"ak-editor-panel__content\">\n<p data-renderer-start-pos=\"2808\"><strong data-renderer-mark=\"true\">\u274cContras de la agrupaci\u00f3n por tipo de problema o solicitud:<\/strong><\/p>\n<ul>\n<li data-renderer-start-pos=\"2808\">Los usuarios deben entender qu\u00e9 \u00e1rea gestiona cada tipo de solicitud (no siempre es intuitivo).<\/li>\n<li data-renderer-start-pos=\"2808\">Puede fragmentar demasiado las solicitudes si hay departamentos con funciones similares.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"ak-editor-panel cc-zkm9y5\" data-panel-type=\"custom\" data-panel-color=\"#EAE6FF\" data-panel-icon=\":thumbsup:\" data-panel-icon-id=\"1f44d\" data-panel-icon-text=\"\ud83d\udc4d\">\n<p class=\"ak-editor-panel__icon\"><span data-emoji-id=\"1f44d\" data-emoji-short-name=\":thumbsup:\" data-emoji-text=\"\ud83d\udc4d\"><span class=\"emoji-common-main-styles emoji-common-node emoji-common-emoji-image cc-9fkst0\" title=\":thumbsup:\" data-testid=\"image-emoji-:thumbsup:\" data-emoji-type=\"image\">\u00bfUn <strong>tip<\/strong> que te recomendamos? S\u00e1cale partido al motor de b\u00fasqueda en el portal y utiliza descripciones claras en cada grupo para ayudar a los usuarios a identificar r\u00e1pidamente d\u00f3nde deben ir.<\/span><\/span><\/p>\n<p>&nbsp;<\/p>\n<\/div>\n<h3 data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"heading\" data-prosemirror-node-block=\"true\" data-pm-slice=\"1 5 []\"><strong data-prosemirror-content-type=\"mark\" data-prosemirror-mark-name=\"strong\">4. Agrupaci\u00f3n por frecuencia de uso o popularidad \ud83c\udf1f<\/strong><\/h3>\n<p data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">En esta ocasi\u00f3n, el criterio a seguir es <strong>destacar<\/strong> los Request Types m\u00e1s utilizados para que sean m\u00e1s visibles y accesibles. Por ejemplo:<\/p>\n<ul class=\"ak-ul\" data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"bulletList\" data-prosemirror-node-block=\"true\">\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"listItem\" data-prosemirror-node-block=\"true\">\n<p data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\"><strong data-prosemirror-content-type=\"mark\" data-prosemirror-mark-name=\"strong\">Un solo portal general:<\/strong> \u201cSoporte general\u201d<\/p>\n<\/li>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"listItem\" data-prosemirror-node-block=\"true\">\n<p data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\"><strong data-prosemirror-content-type=\"mark\" data-prosemirror-mark-name=\"strong\">Portal Groups:<\/strong><\/p>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">\u201cSolicitudes m\u00e1s frecuentes\u201d (con las peticiones m\u00e1s populares)<\/li>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">\u201cSolicitudes espec\u00edficas\u201d (menos usadas pero necesarias)<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<div data-panel-type=\"success\" data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"panel\" data-prosemirror-node-block=\"true\" data-pm-slice=\"2 2 []\">\n<div data-panel-content=\"true\">\n<p data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\"><strong data-renderer-mark=\"true\">\u2705Pros de la agrupaci\u00f3n por frecuencia de uso o popularidad:<\/strong><\/p>\n<ul>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Mejora la experiencia del usuario al priorizar lo que m\u00e1s necesita.<\/li>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Reduce el tiempo de navegaci\u00f3n en el portal.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div data-panel-type=\"error\" data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"panel\" data-prosemirror-node-block=\"true\">\n<div data-panel-content=\"true\">\n<p data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\"><strong data-renderer-mark=\"true\">\u274cContras de la agrupaci\u00f3n por frecuencia de uso o popularidad:<\/strong><\/p>\n<ul>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Puede generar confusi\u00f3n si las solicitudes est\u00e1n distribuidas en m\u00faltiples grupos sin un criterio claro.<\/li>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Requiere un an\u00e1lisis previo para identificar las solicitudes m\u00e1s frecuentes.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div data-panel-type=\"note\" data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"panel\" data-prosemirror-node-block=\"true\">\n<p data-panel-content=\"true\">Una <strong>ventaja<\/strong> de este enfoque es que funciona muy bien combinado con otro criterio, como tipo de problema o departamento, para mantener un orden l\u00f3gico.<\/p>\n<div data-panel-content=\"true\"><\/div>\n<\/div>\n<h3 data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"heading\" data-prosemirror-node-block=\"true\" data-pm-slice=\"1 7 []\"><strong data-prosemirror-content-type=\"mark\" data-prosemirror-mark-name=\"strong\">5. Agrupaci\u00f3n h\u00edbrida (\u00a1Nuestra favorita!)<\/strong> \ud83e\udde9<\/h3>\n<p data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Para este \u00faltimo modelo, vamos a <strong>combinar<\/strong> enfoques anteriores para crear una estructura que equilibre simplicidad y funcionalidad. Vamos all\u00e1:<\/p>\n<ul class=\"ak-ul\" data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"bulletList\" data-prosemirror-node-block=\"true\">\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"listItem\" data-prosemirror-node-block=\"true\">\n<p data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\"><strong data-prosemirror-content-type=\"mark\" data-prosemirror-mark-name=\"strong\">Portales:<\/strong><\/p>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">\u201cPortal para empleados\u201d<\/li>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">\u201cPortal para clientes\u201d<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul class=\"ak-ul\" data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"bulletList\" data-prosemirror-node-block=\"true\">\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"listItem\" data-prosemirror-node-block=\"true\">\n<p data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\"><strong data-prosemirror-content-type=\"mark\" data-prosemirror-mark-name=\"strong\">Portal Groups dentro del \u201cPortal para empleados\u201d:<\/strong><\/p>\n<\/li>\n<\/ul>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Basados en tipo de problema: \u201cSolicitudes t\u00e9cnicas\u201d, \u201cSolicitudes de recursos humanos\u201d, \u201cOtros\u201d.<\/li>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Dentro de \u201cSolicitudes t\u00e9cnicas\u201d:\n<ul class=\"ak-ul\" data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"bulletList\" data-prosemirror-node-block=\"true\">\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"listItem\" data-prosemirror-node-block=\"true\">\n<p data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">M\u00e1s frecuentes primero: \u201cRestablecer contrase\u00f1a\u201d, \u201cReportar un problema t\u00e9cnico\u201d.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<div data-panel-type=\"success\" data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"panel\" data-prosemirror-node-block=\"true\" data-pm-slice=\"2 2 []\">\n<div data-panel-content=\"true\">\n<p data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\"><strong data-renderer-mark=\"true\">\u2705Pros de la agrupaci\u00f3n h\u00edbrida:<\/strong><\/p>\n<ul>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Personalizable seg\u00fan las necesidades de tu organizaci\u00f3n.<\/li>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Optimiza la experiencia del usuario al ofrecer m\u00faltiples puntos de entrada.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div data-panel-type=\"error\" data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"panel\" data-prosemirror-node-block=\"true\">\n<div data-panel-content=\"true\">\n<p data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\"><strong data-prosemirror-content-type=\"mark\" data-prosemirror-mark-name=\"strong\">\u274cContras de la agrupaci\u00f3n h\u00edbrida:<\/strong><\/p>\n<ul>\n<li data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">\u00a0Puede llevar m\u00e1s tiempo configurarlo correctamente.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div data-panel-type=\"custom\" data-panel-icon=\":thumbsup:\" data-panel-icon-id=\"1f44d\" data-panel-icon-text=\"\ud83d\udc4d\" data-panel-color=\"#EAE6FF\" data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"panel\" data-prosemirror-node-block=\"true\">\n<p data-panel-content=\"true\">Para sacar el m\u00e1ximo partido, usa <strong>m\u00e9tricas y feedback<\/strong> de los usuarios para ajustar los portales y grupos seg\u00fan sus necesidades reales. <a href=\"https:\/\/partners.sngular.com\/atlassian\/tecnofor-recibe-de-atlassian-el-reconocimiento-a-su-especializacion-en-itsm\/\" target=\"_blank\" rel=\"noopener\">Ap\u00f3yate en un partner<\/a> que tenga una amplia experiencia armando este tipo de portales y podr\u00e1 guiarte en el dise\u00f1o de tu portal de usuarios.<\/p>\n<div data-panel-content=\"true\"><\/div>\n<\/div>\n<h2 data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"heading\" data-prosemirror-node-block=\"true\" data-pm-slice=\"1 1 []\"><strong data-prosemirror-content-type=\"mark\" data-prosemirror-mark-name=\"strong\">La clave est\u00e1 en la usabilidad<\/strong><\/h2>\n<p data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Recuerda: el objetivo de cualquier estructura en <span data-highlighted=\"true\" data-vc=\"highlighted-text\"><span class=\"_11q7y4f7 _5pioz8co _189eyh40 _n3tdv77o _1il9nqa1 _19lcevot _d0altlke acronym-highlight\" data-testid=\"acronym-highlight\">Jira Service Management <\/span><\/span>es que tus usuarios <a href=\"https:\/\/partners.sngular.com\/atlassian\/alegato-en-favor-de-la-peticion-generica\/\" target=\"_blank\" rel=\"noopener\">encuentren lo que buscan<\/a> sin perder tiempo. Para ello, considera realizar pruebas de usuario antes de definir tu configuraci\u00f3n final. Adem\u00e1s, utiliza cuadros de mando en <span data-highlighted=\"true\" data-vc=\"highlighted-text\"><span class=\"_11q7y4f7 _5pioz8co _189eyh40 _n3tdv77o _1il9nqa1 _19lcevot _d0altlke acronym-highlight\" data-testid=\"acronym-highlight\">Jira Service Management <\/span><\/span>para medir el rendimiento del portal y hacer ajustes. Hablaremos m\u00e1s adelante sobre qu\u00e9 cuadros de mando podemos armar en Jira para ello. Stay tuned!<\/p>\n<p data-prosemirror-content-type=\"node\" data-prosemirror-node-name=\"paragraph\" data-prosemirror-node-block=\"true\">Con una estructura bien pensada, tu portal puede pasar de ser una simple herramienta a un verdadero aliado en la resoluci\u00f3n de problemas. \u00a1Haz que tus usuarios encuentren lo que necesitan con un solo clic! \ud83d\ude80<\/p>\n<div class=\"p\">\n            <strong>Antoni P\u00e9rez<\/strong> - 22 de enero de 2025\n            \/ Comparte:<style>\r\n.tnf_share#tnfShare22870 {\r\n    display: inline-block;\r\n    padding: 0 0.5rem;\r\n    font-size: 18px;\r\n}\r\n#tnfShare22870 .tnf_share_net {\r\n    display: inline-block;\r\n    padding: 0 0.5rem;\r\n    position: relative;\r\n}\r\n#tnfShare22870 img {\r\n    width: 18px;\r\n    height: 18px;\r\n}\r\n#tnfShare22870 .tnf_share_net i {\r\n    vertical-align: middle;\r\n}\r\n#tnfShare22870 .special-copy-icon {\r\n    font-size: 16px;\r\n}\r\n#tnfShare22870 .tnf_share_net a, .as-linkable {\r\n    color: #6f6f6f !important;\r\n    cursor: pointer;\r\n}\r\n.tnf_share_net a:hover, .as-linkable:hover {\r\n    color: #465ea2 !important;\r\n}\r\n#tnfShare22870 .tnf_share_copy_info {\r\n    font-size: 12px !important;\r\n    background-color: #202a4488;\r\n    color: #fff;\r\n    padding: 0.5rem 1rem;\r\n    position: absolute;\r\n    width: max-content;\r\n    left: 0;\r\n    bottom: 42px;\r\n    border-radius: 2px;\r\n}\r\n<\/style>\r\n<div class=\"tnf_share\" id=\"tnfShare22870\"><div class=\"tnf_share_net linkedin-in\" id=\"linkedinin_tnfShare22870\" title=\"Compartir en LinkedIn\">\r\n    <a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fpartners.sngular.com%2Fatlassian%2Fwp-json%2Fwp%2Fv2%2Fposts%2F48203\" target=\"_blank\" rel=\"noopener noreferrer\"><i class=\"fab fa-linkedin-in\"><\/i><\/a>\r\n<\/div><div class=\"tnf_share_net twitter\" id=\"twitter_tnfShare22870\" title=\"Compartir en Twitter\">\r\n    <a href=\"https:\/\/twitter.com\/intent\/tweet?text=Gu%C3%ADa%20pr%C3%A1ctica%20para%20crear%20portales%20accesibles%20y%20eficientes%C2%A0en%20Jira%20Service%20Management&amp;url=https%3A%2F%2Fpartners.sngular.com%2Fatlassian%2Fwp-json%2Fwp%2Fv2%2Fposts%2F48203&amp;related=Tecnofor%3ATecnofor\" target=\"_blank\" rel=\"noopener noreferrer\"><i class=\"fab fa-twitter\"><\/i><\/a>\r\n<\/div><div class=\"tnf_share_net whatsapp\" id=\"whatsapp_tnfShare22870\" title=\"Compartir en WhatsApp\">\r\n    <a href=\" https:\/\/wa.me\/?text=Gu%C3%ADa+pr%C3%A1ctica+para+crear+portales+accesibles+y+eficientes%C2%A0en+Jira+Service+Management%0A%0Ahttps%3A%2F%2Fpartners.sngular.com%2Fatlassian%2Fwp-json%2Fwp%2Fv2%2Fposts%2F48203\" target=\"_blank\" rel=\"noopener noreferrer\"><i class=\"fab fa-whatsapp\"><\/i><\/a>\r\n<\/div><div class=\"tnf_share_net copy\" id=\"copy_tnfShare22870\" title=\"Copiar al portapapeles\">\r\n    <i class=\"fa fa-copy as-linkable special-copy-icon\"><\/i>\r\n    <div class=\"tnf_share_copy_info hide\" id=\"infocopy_tnfShare22870\"><\/div>\r\n<\/div>\r\n<script type=\"text\/javascript\">\r\n    jQuery(function() {\r\n        jQuery(\"#copy_tnfShare22870\").on('click', function(e) {\r\n            e.preventDefault();\r\n            navigator.clipboard.writeText( \"https:\\\/\\\/partners.sngular.com\\\/atlassian\\\/wp-json\\\/wp\\\/v2\\\/posts\\\/48203\" ).then(() => {\r\n                jQuery(\"#infocopy_tnfShare22870\").html('<i class=\"fas fa-check\"><\/i> Se ha copiado al portapapeles').removeClass('hide');\r\n                window.setTimeout(() => { jQuery(\"#infocopy_tnfShare22870\").addClass('hide'); }, 3000);\r\n            }, () => {\r\n                jQuery(\"#infocopy_tnfShare22870\").html('<i class=\"fas fa-times\"><\/i> Algo ha fallado y no se pudo copiar').removeClass('hide');\r\n                window.setTimeout(() => { jQuery(\"#infocopy_tnfShare22870\").addClass('hide'); }, 3000)\r\n            });\r\n        })\r\n    });\r\n<\/script><\/div>\n        <\/div>\n","protected":false},"excerpt":{"rendered":"<p>C\u00f3mo configurar el portal de usuarios en Jira Service Management Cuando configuramos un portal de usuario en Jira Service Management (JSM), no solo estamos ordenando nuestras solicitudes; estamos dise\u00f1ando la puerta de entrada para que nuestros usuarios resuelvan sus problemas de forma r\u00e1pida y sencilla. Y, como sabemos, un portal confuso no solo frustra a los usuarios, sino que tambi\u00e9n genera m\u00e1s trabajo para los equipos de soporte. \ud83d\ude05 En Jira Service Management, tenemos tres niveles para estructurar las peticiones: Portales, Portal Groups y dentro de estos, los Request Types. Pero\u2026 \u00bfC\u00f3mo decidir qu\u00e9 va en cada nivel? Aqu\u00ed te presentamos distintos enfoques para agrupar las solicitudes en tu portal, con sus pros, contras y algunos consejos clave para optimizar la experiencia de usuario. \ud83c\udfaf 1. Agrupaci\u00f3n por tipo de usuario final\u00a0\ud83d\udc65 En este primer modelo de organizaci\u00f3n, organizaremos nuestro portal seg\u00fan el tipo de usuario final. Es decir, seg\u00fan los perfiles de usuario que lo usar\u00e1n: empleados, clientes externos, proveedores, etc. Vamos con un ejemplo: Portales: \u201cSoporte para empleados\u201d \u201cSoporte para clientes\u201d \u201cProveedores y terceros\u201d Portal Groups dentro de \u201cSoporte para empleados\u201d: \u201cRecursos Humanos\u201d \u201cIT\u201d \u201cMantenimiento\u201d \u2705Pros de la agrupaci\u00f3n por tipo de usuario final: Facilita el acceso directo&#8230;<\/p>\n","protected":false},"author":17,"featured_media":48264,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[223],"tags":[],"class_list":["post-48203","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-jsm-y-service-collection"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ 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