Can agents filter queues to view the tickets they want to see?

[Tony Dyson]

Hi, I've created various queues on a project based on request type and status, which work fine to show agents the various open tickets coming in. However, what I would also like is an "All requests" queue for historical tickets where the agent can filter on request type, status, ticket date etc to view the range of tickets they are interested in. Is this possible? 

Many thanks!

[Hannes Obweger - JXL for Jira · Accepted solution]

Hi @Tony Dyson

I don't think that this is possible in queues.

As a workaround, what you could do is to create a filter that captures the relevant issues. If your users navigate to this filter, they will the relevant issues, and can still perform filtering operations "on top" of the filter. The only problem is that some fields may not render correctly in the filter view (but maybe they do, I'm just not sure), and that your users may safe "their" changes to the filter; but perhaps you can prevent that via filter permissions.

As an alternative, you can always look for options in the Atlassian Marketplace; there's many great apps available for (almost) any problem. E.g., my team and I work on an app that might be a great fit for you, JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields - including all JSW fields - much like you’d do in e.g. Excel or Google Sheets. 

As every sheet is powered by a JQL statement, and you can still perform user-specific filtering "on top" of this JQL statement (I'm filtering by "Team" above, but you can filter by any field(s)), you should be able to implement your use case in just a couple of clicks. JXL also comes with a range of advanced features, including support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting. 

Any questions just let me know,

Best,

Hannes

[Tony Dyson]

Hi Hannes,

Thanks for your reply and info about JXL. I've had a look at your product and it does seem like it may well fit the bill for what I need. I'll sign up for a free trial and see how that goes.

Regards

Tony

[Tony Dyson]

Just installed JXL - it's exactly what I need, thanks. Great product!

[Hannes Obweger - JXL for Jira]

@Tony Dyson, thanks so much for your kind words, great that JXL works for you! Please reach out anytime if there's any further ideas, questions, or feedback!