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Creative solution for requiring additional info if specific component is selected?

We require the component be populated prior to closing an issue in Jira Service Desk. Because it's a required field, we have to allow for the option of "other" to capture any support for non-component items or issues that accidentally came to our queue and need to be closed without a component. 

Other is now the second most used component and is being used for legitimate reasons falling into three buckets: issues not supported by us, issues supported by use without components, and spam/email/notifications

  • Can we require a label be added when a specific component is selected, but not when any of the other components are selected?
  • Can we require an internal comment when a specific component is selected?
  • Any other creative solutions to gather more info if "other" is selected? 

We are also looking into adding additional resolutions (redirected, spam/junk) or expanding the component list to include specific types of other (other, other-redirected, other-spam/junk). 

1 answer

hi, i havent tested it, but as far as ideas go:

1. create an automation rule that triggers on that component selection. the action would be to transition an issue to a status.

2. add a status to your WF with a screen that includes a mandatory text field for the reason of other. 

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