Additional Field Question for 3rd line in order to report back on

Hi,

I need to implement a drop down box to monitor the quality of incidents we escalate from the service desk to 3^rd line support.

Often 3^rd line get given incidents which they feel the service desk is able to resolve themselves....however I want to create a drop down box for them to note this down.

Such as the example: of having 2 options "SD Able to FIX" OR " SD Not Able to Fix"

However, I managed to create this drop down, but cannot seem to integrate it as an optional field that 3^rd can use if they feel the service desk was able to resolve it rather than escalate the call to them.

Ultimately I would want to be able to report back on this field so that I can see how the service desk are working in relation to the quality of calls they are escalating.

HELP?!?!?!!?!?