Install plugin Trouble ticket system
Install ...
Setup file permissions for dynamic pickers source files:
- Read / write for xxx
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 |
|
|
Problem end |
Date Time |
|
Only for issue type Unscheduled |
Problem end (calculated) |
Date Time |
Compares to outages and resets if needed |
|
Problem start |
Date Time |
|
Only for issue type Unscheduled |
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) |
How to verify that service is ok |
|
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. Configuration: name of the file eq. /opt/tts/file1.list |
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: |
HF group n |
Horizontal Fields |
Use as many as you need for your layout (5 in example) |
|
HIDE 1 |
Field Hider |
This field is invisible. It is used to hide other fields. |
|
HIDE n |
Field Hider |
Use as many as you need for your layout (1 in example) |
|
Related tickets |
Related Issues |
See documentation: xxx |
|
Create Issue type screen scheme
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.
Validators
All transitions
Required Fields Validator
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.
Problem Start/End Validator
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
All transitions
Autofill problem start and end
Select the fields that correspond to the fields Manually editable
Problem Start, Manually editable Problem End,
Calculated Problem Start, Calculated Problem End, Outages.
Calculate total outage
Select the fields that correspond to the Outages field and the Total
outage field.
Transitions Open ticket and Update Ticket (from Open to Open)
Auto-populate Next Action Due Date
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.
Build the project
Projet setting
Screen configuration
Permissions
Permission management of a TTS project is basically same than in any other JIRA project. Only thing you absolutely should do is disabling Edit permission. TTS workflow has a transition "Update ticket" we use for that. Using workflow transition enables post functions and more flexible event handling.
Review and test
Create test issues of both types using all alternative workflow paths.
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