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.
The Jira Service Desk marketing team is working on a guide to help new Atlassian customers switch from email to JSD and we'd love to hear from you! Please share: - What made you realize that i...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs