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.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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