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