Wanting to add in a root cause field

Question

On our workflow for service desk we have Bug, Support and New Feature.

When we close a Bug ticket i want to have the root cause captured but cannot figure out how to do this.

For Support and New Features i want this to remain the same as it is now, where they can just be closed.

Maciej Dudziak _Forgappify_ · Answer

Hi @Mel Brooker

You have several options, depending on what you want to achieve.

1. Assuming Root Cause is a custom field, make it required before closing the issue. To do this, add a Field Required Validator on all transitions leading to closed/resolved statuses.

If you want to enforce it only for the "Bug" issue type, then you need to create a separate workflow for the issue type.

If you want a screen to be displayed where you can fill in the field, you need to create and add a screen to those transitions.

2. or if you don't want to split the workflow, then you could use any Jira expression-based validator found on the Atlassian marketplace.

I am from Forgappify, and we developed Jira Expression Validator, which is part of the Workflow Building Blocks for Jira free app. Expression could look like follows:

issue.issueType.name != "Bug" || issue.customfield_10126 != null

You need to change ID of the field, but it is easy to find using our editor, just start typing "issue.", then name of the field.

Cheers

Mel Brooker · Answer

Mel Brooker · Answer

Hi Dave, thanks for the reply.

I have the workflow which has 3 resolution fields which are Resolved (Waiting or customer) Closed (Dev) and Closed (No Dev)

I cannot get it to bring up the pop up, which you get when you click Done, when changing to any of these. I know how to update the Resolution fields, i just cannot get that box to trigger when its set at one of these statuses.

Does that make sense?