How to sort issues


I'm new to JIRA, I currently have a help desk where people just email tasks to the group, but I would like to get analytics on the following such as:

What is the issue (example: billing question)

Why was it cause (example: didn't know where to look in our dashboard)

What can I do in JIRA to be able to add these things to issues. 

I know there are issue types and resolutions, but I only want this scheme to apply to my project specifically.

Any idea how I can set this up?




2 answers

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Sounds like it might be easier to use a couple of custom fields to gather that data and report on it directly.

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Are you using Service Desk or JIRA Core?

Jira Service Desk I believe, I just added 2 new custom fields, I think that will suffice for now.




Yep that should do it! 

  1. Create the custom field
  2. Assign to your Service Desk screen
  3. Add fields to individual Request Types on the Service Desk admin area

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