What are your best practices for capturing resolutions in JIRA Service Desk

[ylongoria]

Hive Mind, 

Environment: JIRA Service Desk Cloud

I have a scenario in use right now that is very clunky and not reliable so I am trying to figure out other options. My support engineers presently have a very arduous process that I need to streamline and I am hoping to come up with an easier workflow. 

When we receive a support ticket, here is part of the workflow. 

Current Scenario: 

• Pick a Platform from Step 1
• Pick a Product from Step 2
  • Values are filtered based on the selection in Step 1
• Pick an Issue Category
• Pick an Issue Subcategory
  • This is the granular detail of the issue reported and may change before the issue is actually resolved. Picking this value at the beginning of the workflow can cause invalid data. 

Ideal Scenario: (Detailed in the Screenshot): 

• Pick a Platform from Step 1
• Pick a Product from Step 2
  • Values are filtered based on the selection in Step 1
• Pick an Issue Category
  • Values are filtered based on the selection in Step 1
• Pick an Issue Sub-Category
  • Available values would depend on the selection in Step 1&3
  • This selection currently takes place at the beginning of the workflow but I would like to move it to later in the process once the actual issue is determined after the engineer's investigation. 
    • I have thought about using "Resolution Reason" but that field is too static. 

We presently use custom fields with cascading values but I know that I cannot go "3 deep" with that option. 

So I am left scratching my head. Looking forward to hearing your ideas!