Call Type Options

[Paul Terry]

Hello and thank you in advance...

I'm looking for the best way to track the type of activity that has resulted from a customer raising a support call with us.

For example, a customer raises a call asking for us to upgrade one of their servers. In this case, I would like to register somewhere on the call that the Activity Type was Release Deployment.

I would prefer to set the Activity Types within a dropdown, so it's not a free-for-all but does anyone have any suggestions as to whether it would be better to add a new field to the call form or whether it would be better to add it to the call closure form?

The whole point to the above is so that I can report on the Activity Types and cross-reference the results back to the contract agreement.

[Brant Schroeder · Accepted solution]

@Paul Terry I would suggest using project components.  https://support.atlassian.com/jira-software-cloud/docs/organize-work-with-components/ This will allow you to easily manage the activity type at the project level.  It will also allow project admins to manage them.  Some cons would be that multiple components can be added to a single issue and that it would only be available in a single project.  Components can also be added at any time.

If you use a dropdown list you can make it required on the transition screen to close it out ensuring that you get an answer on each issue.

[Paul Terry]

@Brant Schroeder Thank you for your response, I will check it out.

Being able to set the components at a project level may not be too much of a con, as different projects might have different activity types

[Paul Terry]

@Brant Schroeder How can I create a dropdown list of components? The screen only allows me to set name, description, lead and assignee 

[Brant Schroeder]

@Paul Terry Sorry if I was not clear.  Components is a field on the issue and the user can select them from the components field or begin typing them in to have them appear.  It will not be a drop down list.  If you add a couple you will see the component field on the issues in the project and you can see how they will work.

[Paul Terry]

@Brant Schroeder Thank you for the explanation. I have decided to create a custom field and add that to the call form.