In this exercise, we will continue our setup for the project we have created in the previous chapter. We will add the following configurations to our project:
- A set of new issue types that are specific to our help desk project
- A new scheme to limit the selection of issue types
Since our project is for a help desk support team, the default issue types that come with JIRA are not appropriate for this purpose. For this reason, let's create our own issue types and associate them with the project. For this exercise, we will create two new issue types, incident and ticket.
The first step to set up an issue type association is to create the two issue types we need, incident and ticket:
- Browse to the Issue Types page.
- Click on the Add Issue Type button.
- Type in
Incidentfor the Name field. - Click on Add to create the new
Incidentissue type.
You should now see the new Incident issue type in the table. Now, let's add the Ticket issue type:
- Type in
Ticketfor the Name field. - Click on Add to create the new
Ticketissue type.
You should see both the Incident and Ticket issue types. However, this will only make our new issue types available, but will not make them the only options when creating a new issue for our project. Default issue types, such as Bug and New Feature, which are not applicable for a help desk, are still available. By leaving them there, we are running the risk of confusing the users and allowing mistakes to be made.
If you remember from previous discussions, we can address this problem with a new issue type scheme. Let's go ahead and create one.
We want to limit the issue types to be only Incident and Ticket for our Global Help Desk project, but we do not want to affect the other projects that still need to have Bug and other default issue types. So, we need to create a new issue type scheme specifically for support projects, which can be used by us and other teams:
- Browse to the Issue Type Schemes page.
- Click on the Add Issue Type Scheme button.
- Name our new issue type scheme
SupportDeskIssueTypeScheme. - Drag the
IncidentandTicketissue types from the Available Issue Types panel to the Issue Types for Current Scheme panel. - Select Incident as the Default Issue Type value.
- Click on the Save button.
With the issue type scheme in place, the last step is to apply it to our Support Desk project:
- Click on the Associate link for the Help Desk Issue Type Scheme option.
- Select your Global Help Desk project.
- Click on the Associate button to apply this issue type scheme to the project.
If you have issues in the Global Helpdesk project with issue types that do not exist in our new issue type scheme, follow the issue type change wizard and change those issues to either Incident or Ticket.
With everything created and set up, you can go back and create a new issue to see how it all looks. If everything works out, you should see something similar to the following screenshot:
As you can see, Incident and Ticket are the only issue types that can be selected when creating a new issue for the Global Help Desk project.