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JIRA 4 Essentials by Patrick Li

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Help Desk Project

Now that we have seen how to manage fields in JIRA, it is time to expand on our Help Desk project to include some customized fields and configurations to help our 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 field configuration schemes.

Setting up custom fields

Since we 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 ...

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