Need to add instructions in the pop up screen added for ticket resolution

[Srushti Jadhav]

We have added a pop-up screen, where the comments field is mandatory so that users give an explanation before closing any ticket. However, there is no option to add any instructions on that pop-up, asking the user to explain how they have resolved issues mentioned in the ticket.

We can add an error message - but it appears like a warning, only when the user clicks on 'close ticket' without adding any comment. This doesn't seem like the best experience and users will be confused when they view the pop-up for the first time.

Is there a way to add instructions for such pop-ups?

[Dick · Accepted solution]

Hi @Srushti Jadhav Welcome to the Atlassian Community!

What you could do is to create a new text field (like: final comment) and give this field:

• A description, that provides a hint to what the person filling in the field should write.
• Or maybe present the user with a prefilled field by setting a default value for this field.

Kind regards,
Dick

[Dick]

Hi @Srushti Jadhav 
Nope, only one transition screen is possible (out-of-the-box). What you -can- do is vote for this feature:  JRACLOUD-12244 

[Srushti Jadhav]

Done, thanks a lot for your help!

[Srushti Jadhav]

Hey @Dick thanks a lot for your response!

We have tried creating a new text field and adding it to the screen, but the pop-up ends up having 2 fields (comments along with the new field) and there is no option to disable comments here. Is there a way to remove this comments field which I'm missing?

Sharing a screenshot of the pop-up, the first box is the new text field with an instruction (exactly what we need) and the second box for adding comments appears by default.

[Dick]

Hi @Srushti Jadhav ,
Sadly, the comments field is there by default, on every tab you create too, it's hardcoded. 

Kind regards,
Dick

[Srushti Jadhav]

Hey @Dick , 

Understood, thanks!

Just a thought, an alternative for this could be to add an intermediate pop-up screen before this text field pop-up. This intermediate pop-up will simply be an instruction, and once they click on 'OK' for this pop-up, the final pop-up will appear with the mandatory comments section. 

Not sure if I can add two screens in one transition, from what I checked, it's not possible. Would appreciate any suggestions on this!