In Service Desk I would like to categorize resolutions

Andrew Hurley

In service desk I would like to add a drop-down when tickets are resolved to categorize the resolution.  

Expected behavior:

As a support rep when I click the "Done" button I am required to choose from a drop-down the resolution.  We then want to run a report on what the resolution was to prioritize fixes.  

Charles Wells

Andrew, you're describing a workflow option leveraging a transition screen. So within the workflow associated with the issuetype(s) in question, when users click the "done" transition, a screen pops up where they can select the resolution field value. Pretty standard need - you could view the Resolve Issue transition in the JIRA Default WF to see how this is configured. More reading: 

• WF transition view

As an FYI, you could also use WF post functions to set a specific resolution value, and while that doesn't sound exactly like what you're after in this case, it's an option.

• Set resolution field
• WF Post Functions