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
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).
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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