After you have installed Trouble Ticket System plugin, you have a set of custom fields, validators and post functions you need to configure. You don't need to use them all and you don't have to use the same field name or description as in examples below.
Custom fields
JIRA has a default selection of field types (e.q. text, dropdown menu) to choose from. Customd field types extend JIRA's functionality. Custom fields types are needed when you want to perform complex validations or create fields that use external information sources.
Custom fields are used the same way as JIRA default fields. You can add them in transition screens and make them visible for only some of the issue types.
Custom fields in JIRA documentation
Multiple outages
Field takes start and end times in UTC format. It doesn't accept overlapping values. Description is optional.
History based action update
Field shows in UI as a normal text field. After saving previous values are printed above the field and they are not editable.
Total outage calculation
Total outage is automatically calculated after the ticket is saved.
Calculation is done with a custom post function.
Calculated outage is filled in uneditable text field Total outage.
See also: Validators
Scope Selection
New text field appears when value "other" is chosen for scope.
Related tickets
When ticket is saved custom field related tickets searches for tickets that have same value(s) in the selected fields. You can set a weight for each field in field options. Example:
- 10287=1 (connection)
- 10288=1 (equipment)
- 10290=1 (site)
- 10294=1 (affected organisations)
- 10057=2 (scope)
Related tickets also weights the issues by time. Example:
- updated=4 (maximum weight if issue is just created)
- updated_decay=30 (number of days when weight comes to null)
Related tickets is placed on tab Knowledge management.
Problem start / end with outages
This set off custom fields needs:
- Fields for problem start / end in edit mode (filled manually)
- Fields for problem start / end in view mode (filled automatically)
- Hiding field, that handles showing and hiding the fields above in different modes
- Validator for "Validate that Problem start is not after first outage start in Outages and that Problem end is not before last outage end in Outages "
- Post function for "Autofill Problem start (calculated) and Problem end (calculated) from Problem start and Problem end if they are filled, otherwise autofill from Outages "
Dynamic Value Picker Custom Field
Picker fields let you pick one or more values from predefined list. Values can also be added and they become available for other Jira users.
Note: to use Dynamic Value Picker Custom field you need to setup a data source (original uses EditGrid on line spreadsheets to store the values for the picker)
Vendor messaging
Vendor messaging tab let's you select from the vendors defined in the ticket field "Escalated to". You can select one or more vendors and cc addresses for each. Message automatically includes the basic issue details and you can also write an additonal text.
Message recipient and template is defined for each vendor.
Note: to use Vendor messaging you need to setup a data source (original uses EditGrid on line spreadsheets to store the recipients and templates)
Validators
Post functions
Set next action due date for Unscheduled ticket
Fields configurable.
Common use: Set empty Next action due date to the current day for issue type Unscheduled.
Set next action due date for Scheduled ticket
Fields configurable.
Common use: Auto-populate Next action due date for issue type Scheduled from Maintenance window starts if Next action due date is empty
Autofill Problem star / end
Fields configurable.
Common use: Autofill Problem start (calculated) and Problem end (calculated) from Problem start and Problem end if they are filled, otherwise autofill from Outages
Calculate the total outage
Fields configurable.
Common use: Calculate the total outage (in minutes) from custom field Outages to the custom field "Total outage"
Required fields
Set a set of fields required for a transition.
Clear fields
Clear a set of fields in this transition.
Common use: you can use transition Empty issue fields in your workflow to eq. reset issue after cloning.