As a customer, I would like to suggest an enhancement to JSM Data Center.

Could you please create a "Resolution Details" or "Resolution Notes" multi-line text field?

I know we already have a "Resolution" field, which contains a closing code, and a "Resolved" field, which contains a date.

However, those are simply not enough.

There is a definite need to have a "Resolution details" multi-line text field added to the top section of an issue, where the final resolution is to be explained in detail.

ITSM systems that compete with Jira typically have that feature, and it just makes sense.

When a very long incident is closed, for example, it is very annoying to have to go through potentially hundreds of comments in order to find what was done to resolve it, especially if the ticket allows adding comments after it has been closed and people still do so for weeks or months.

This is where a "Resolution Details" multi-line text field comes in handy.

Basically, when closing an incident, an agent would add, in that field, what was done to resolve the issue for others to quickly see when referring to this ticket in the future, without having to go through potentially hundreds of comments.

The "Resolution" and "Resolved" fields still have a need, for reporting purposes, but the "Resolution details" multi-line text field is to help out people that will be viewing or referencing this ticket in the future.

I recognize that a custom field could be added to screens in projects in order to allow agents to enter several lines of text.

However, the reason I submitted this request is that option is simply not good enough.

It would make a lot more sense to have a Jira system field for this, which is always present, and always located on the same area in screens, right below the "Description" field.