Tracking Downtime?

Question

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 · Answer

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

Scott Anderson_nkqvk9 · Answer

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 · Answer

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.