The Help Desk project

Armed with the new knowledge that you have gathered in this chapter, together with fields from the previous chapter, it is time for you to further customize your JIRA to provide a better user experience through presentation.

What we will do this time is create new screens and apply them to our Help Desk project. We want to separate the generic fields from our specialized custom fields designed for escalation. We also want to, at this time, apply the changes to the issues of type Incident only and not affect the other issue types. As with any changes to be done on a production system, it is critical that you have a backup of your current data before applying changes. Backup strategy is discussed in Chapter 10, General Administration.

Setting up screens

In Chapter 4, Field Management, you have created a few custom fields specifically designed for our support teams. As you have learned, those fields are added to the default screen. The first thing you need to do is to create...