The Help Desk project

Now that you have seen how to manage fields in JIRA, it is time to expand on your Help Desk project to include some customized fields and configurations to help your support staff.

What we will do this time is add a few new custom fields to help capture some additional useful data from the business users when they log an incident. We will also create a customized field configuration specially designed for our support team. Lastly, we will tie everything together by associating our fields, configurations, and projects through the field configuration schemes.

Setting up a custom field

Since you are implementing a support system, one common feature is to be able to escalate the incident, and for every escalation, a group of users will be notified automatically. The automatic escalation and notification aspects of this feature will be covered and implemented in later chapters, but what we do need right now is a way to capture the information, such as the following:

• Does the...