View Source

Install plugin Trouble ticket system

Create screens

TTS needs these different screens:

TTS screen
TTS screen - Resolve
TTS screen - Close
TTS screen - Opening

At this point we can make a copy of JIRA default screen and name it TTS Screen. Then remove all the fields except Summary, Issue type, Priority, Assignee, Reporter and Description. Then copy that screen configure and name them as above.

We'll configure them later when custom fields have been created.

Administration -> Screens

Create issue types

For TTS we commonly need at least two issue types: "Scheduled" and "Unscheduled". Create these two issue types and Issue type scheme "TTS" to hold them

Administration -> Issue types

Create workflow

Create new status Opening

We'll need this status for the first workflow step so that we can create issue quickly and assign an ID without having to fill all the information.

Administration -> Statuses

Create workflow TTS

TTS workflow steps and transitions:

KUVA

To create this workflow we need to:

delete all transitions from the steps we don't need
delete these steps
create new step Opening, linked to status Opening
transition Create is not shown on the list:
- click Open and then transition Create, point it to Opening

Administration -> Workflows

Set workflow transition screens

TTS Screen - Resolve: Resolve ticket, Update ticket (resolved -> resolved)
TTS Screen - Close: Close ticket, Update ticket (closed -> closed)
TTS Screen: other transitions

Configure other screens

Most of the screens are set in workflow. However, we need to set screens for actions not handled in workflow.

Create screen scheme TTS Screen Scheme. Setup:

KUVA

Administration -> Sreen schemes

Create custom fields

TTS uses several custom fields. They use JIRA default field types (text field, checkboxes) or special TTS field types.

Custom fields can be configured as globals (Available context) if the JIRA used only or mainly for TTS. If TTS is one project among others, it is best to setup the fields for just that project.

When creating the custom fields you can add them all to screens with TTS prefix. We can order the fields later and remove those that are not valid for all of the screens.

Fields using default types

These fields could be created and placed on screens without TTS plugin installed. However, their values can be used in some of the validators and post functions of the TTS plugin.

Field name	Type	Info	Configuration (if needed)
Administrative issue	Multi Checkboxes	Used in filters to show administrators the issues that need their attention
Alarm info	Free Text Field (unlimited text)
Customer info	URL Field
Escalation time	Date Time
Estimated outage (minutes)	Number Field
External reference	Text Field (< 255 characters)
Final ticket report	Free Text Field (unlimited text)
Impact	Free Text Field (unlimited text)
Maintenance window ends	Date Time		Only for issue type Scheduled
Maintenance window starts	Date Time		Only for issue type Scheduled
Next action due date	Date Picker
Priority	Select List
Problem end	Date Time
Problem end (calculated)	Date Time	Compares to outages and resets if needed
Problem start	Date Time
Problem start (calculated)	Date Time	Compares to outages and resets if needed
Scope description	Text Field (< 255 characters)
Service info (SLA)	Free Text Field (unlimited text)
Service verification	Free Text Field (unlimited text)
Supplier info	Free Text Field (unlimited text)

TTS special types

These fields have special capabilities and they come with TTS plugin(s).

Field name	Type	Info	Configuration (if needed)
Affected organisation	Dynamic Value Picker		This field needs a data source it can read / write. Values can then be picked from the list and new values can be added. Note: dynamic pickers need a separate plugin to work
Connection	Dynamic Value Picker		See above: Affected organisations
Equipment	Dynamic Value Picker		See above: Affected organisations
Escalated to	Dynamic Value Picker		See above: Affected organisations
Fixer	Dynamic Value Picker		See above: Affected organisations
Notify management	Notify Management	Displays text field if checked
Outages	Multiple Outage	See documentation: xxx
Internal update	History Text	See documentation: xxx
Scope	Scope Selection	Displays text field if value "Other" is chosen
Total outage	Total Outage	Calculated total value from outages
Update	History Text	As in "Internal update"

Functional fields (not manually editable)

Some of the fields are used to hide other fields or to align them horizontally. This way we can keep JIRA edits in minimum and distribute TTS as a plugin.

Field name	Type	Info	Configuration (if needed)
HF group 1	Horizontal Fields	This field is invisible. It is used to align other fields horizontally.	Configuration:
HIDE 1	Field Hider	This field is invisible. It is used to hide other fields.	Configuration:
Related tickets	Related Issues	See documentation: xxx

Setup validators

Setup post functions

External visualization

Easy setup to handle external listings uses these components:

JIRA listener catches events triggered in workflow transitions
Listener calls an url with Ticket ID as a parameter
SOAP client in this url connects JIRA and reads ticket information
This client saves the information so it can see what have changed from the last time
If the some conditions are met, client will:
- Display ticket information
- Send email messages
- Create RSS feed
- etc.

Example: NORDUnet TTS visualization