Tracking Downtime?

[Scott Anderson]

I'm setting up a service desk and need to track service outages, like if a web server goes down, either planned or unplanned. 

Ideally, I'd like to report on component, start date/time, end time, duration, and planned/unplanned.

How are others doing this? A change request? Incident with custom fields? 

I'd love to hear any suggestions. 

[Petter Gonçalves]

Hello Scott,

I understand that you are looking for a view to display all the fields mentioned in your description (component, start date/time, end time, duration, and planned/unplanned) in your Service Desk.

If I understand it correctly, all the fields above already exists on JIRA, excepting duration and planned/unplanned. For these two fields, I would create Custom fields and then configure the Filter Results Gadget to display the fields I want:

P.S: The time of the fields Created and Resolved can be displayed if you pass the mouse over it, or you can create other custom fields to have the time displayed.

[Scott Anderson]

Thanks, how would people enter downtime for a server then? Issue or change?

[Petter Gonçalves]

Hello Scott,

It would depend if the downtime was planned to perform any kind of improvement (Change request) on the server or if it is an unplanned outage (Incident).

Also, I already saw some other cases where teams decided to create a new custom issue type to handle this kind of occurrence (outage), which I think is the better configuration for issues that can have several root causes as an outage.

Please, let me know if there is anything else we can help with.

[Scott Anderson]

This is good, can you point to where I could learn more about this or how people have their systems configured to accommodate this?

[Petter Gonçalves]

Hello Scott, 

You can check the documentation below to know how you can create and manage issue types:

Adding, Editing and deleting Issue Types

That being said, I would like to let you know there are no correct/incorrect issue types defined. this feature is only to let you split your issues into different concepts/types, however, you define how it would better work and organize your Service Desk. You can take a look at the documentation cascade below if you have any questions around JIRA General Functionality:

https://confluence.atlassian.com/adminjiracloud/configuring-issues-776636329.html