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With issue type screen scheme we connect screens to issues. TTS basic setup doesn't need different screen for each issue type, but option is available.
You can order the fields on in any order you choose. However, here is an example of how to layout the screen:
- Create two tabs: Main and Knowledge management
Tab Main:
Position | Name |
|---|---|
1 | Summary |
2 | Reporter |
3 | Assignee |
4 | Maintenance window ends |
5 | Maintenance window starts |
6 | Estimated outage |
7 | Outages |
8 | Scope |
9 | Connection |
10 | Equipment |
11 | Affected organisation |
12 | Description |
13 | Impact |
14 | Update |
15 | Internal update |
16 | Escalation time |
17 | Escalated to |
18 | External reference |
19 | Alarm info |
20 | Service verification |
21 | Administrative issue |
22 | Total outage |
23 | HF group 1 |
24 | HF group 2 |
25 | HF group 3 |
26 | HF group 4 |
27 | HF group 5 |
28 | Next action due date |
29 | Notify management |
30 | Problem start |
31 | Problem end |
32 | Problem end (calculated) |
33 | Problem start (calculated) |
34 | HIDE 1 |
Tab Knowledge management:
Position | Name |
|---|---|
1 | Related tickets |
Order horizontally
To put some of the fields on the same row, you first need to find out the field id of each field. You can do that on page Administration - Custom fields by selecting Configure and picking the id from the url. Then Configure the ordering field (eq. HF 1) as in: customfield_10260FieldArea,customfield_10261FieldArea@@assigneeFieldArea (put fields customfield_10260 and customfield_10261 on the same row with the field assignee).
Hide fields
In edit mode TTS should hide some of the fields and in View mode its should hide other fields. As above, configure field HIDE 1 to hide fields as in customfield_10260FieldArea@@customfield_10261FieldArea (hide 10260 in edit mode and 10261 in view mode).
Screen differences
- TTS Screen - Opening: only fields Summary, Issue type
- TTS Screen - Resolve: as in TTS Screen + Customer info, Fixer, Service info (SLA), Supplier info
- TTS Screen - Close: as in Resolve + Final ticket report
Validators
All transitions
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Mark the fields you want to be required for this transition. Fields
required like this are not shown as such in the user interface but if a
user tries to perform the transition and the field has not been filled,
the user will be notified of the unfilled required fields.
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Select the corresponding fields for Problem Start/End, Maintenance
Window Start/End and Outages. Select if it's required that outage end or
problem end is input.
Post fuctions
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Select the fields that correspond to the fields Manually editable
Problem Start, Manually editable Problem End,
Calculated Problem Start, Calculated Problem End, Outages.
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Select the fields that correspond to the Outages field and the Total
outage field.
Transitions Open ticket and Update Ticket (from Open to Open)
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Select the issue type for which you want to populate Next action due
date from maintence window start if left empty. Then select the fields
which correspond to the next action due date and maintenance window start.
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