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Wanting to add in a root cause field

Mel Brooker May 16, 2024

On our workflow for service desk we have Bug, Support and New Feature. 

When we close a Bug ticket i want to have the root cause captured but cannot figure out how to do this.

For Support and New Features i want this to remain the same as it is now, where they can just be closed.

2 answers

1 vote
Dave Mathijs
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May 16, 2024

Hi @Mel Brooker 

If you want to have the root cause filled out only for Bugs (and not for Support and New Feature requests), then you'll have to split the workflow for these issue types.

The Bug workflow can be identical with the only difference being a transition screen added to the closing transition.

This transition/workflow screen features a custom field 'root cause' which can be a text field multi-line.

Please note that the 'resolution' field also can indicate a root cause from a list of values.

Mel Brooker May 16, 2024

Hi Dave, thanks for the reply. 

I have the workflow which has 3 resolution fields which are Resolved (Waiting or customer) Closed (Dev) and Closed (No Dev)

I cannot get it to bring up the pop up, which you get when you click Done, when changing to any of these. I know how to update the Resolution fields, i just cannot get that box to trigger when its set at one of these statuses. 

Does that make sense?

Mel Brooker May 16, 2024

Screenshot 2024-05-16 at 15.14.29.png

0 votes
Floating electron
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May 16, 2024

Hi @Mel Brooker 

You have several options, depending on what you want to achieve.

1. Assuming Root Cause is a custom field, make it required before closing the issue. To do this, add a Field Required Validator on all transitions leading to closed/resolved statuses. 

If you want to enforce it only for the "Bug" issue type, then you need to create a separate workflow for the issue type.

If you want a screen to be displayed where you can fill in the field, you need to create and add a screen to those transitions.

2. or if you don't want to split the workflow, then you could use any Jira expression-based validator found on the Atlassian marketplace.

I am from Forgappify, and we developed Jira Expression Validator, which is part of the Workflow Building Blocks for Jira free app. Expression could look like follows: != "Bug" || issue.customfield_10126 != null 

You need to change ID of the field, but it is easy to find using our editor, just start typing "issue.", then name of the field.



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