How to sort issues

[Patrick Dufresne]

Hi,

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?

Thanks!

Patrick

[Steven Behnke]

Are you using Service Desk or JIRA Core?

[Patrick Dufresne]

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

Thanks!

Patrick

[Steven Behnke]

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

[Nic Brough -Adaptavist-]

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