ITSM Category Left Panel queue "number"

[Rosa M Fossi]

Hello Community,

I'm testing / playing with the new ITSM project, and I'm curious whether anyone is able to get anything other than the "Incidents" queue to show a number on the left-hand panel (see below)

So that number 3 above is the number of active Incidents in my OpsGenie. 

I created a couple of "Problem" Ticket Category type issues, but there's no number listed there.   Is this by design?   I made sure that I created it using the category type, and not "issuetype".   

[Benjamin · Accepted solution]

The numbers represent the issue Jira type and not the category type. For example, if you create a service request or problem type, you should see the count increase.

[Rosa M Fossi]

Thanks for the response Benjamin.   I don't think that is accurate.  I've created two test "Problem" tickets (submitted via the "Create" button on top of the browser, and selected "Report a problem") and no number appears. 

[Benjamin]

Hi Rosa,

I thought that may have been the reason but indeed...it was inaccurate. After testing it, I do get the same result as you. 

Now, I see what the number is actually corresponding to. Unlike the other 3 category types, the incident category type is connected to an OPSgenie. If you create a ticket incident, problem, changes , and service request....you will notice there is no number that shows up. The number only shows up when you raise a major incident to opsGenie through your incident ticket. Therefore, only the incident category will have a count because it's tied to the incidents link to OPSgenie.

-Ben

[Rosa M Fossi]

@Benjamin   Thanks for testing alongside me  :) 

And yes, now that you point it out, I see that the numbers are linked to OpsGenie instead.  Not exactly intuitive... I'll send some feedback with my thoughts to Atlassian. 

[Benjamin]

No problem. There's seems to be always something new popping up on cloud JSM. I agree with the UI not being intuitive. I had the similar thoughts as you that the count would be active tickets. 

Have fun exploring with the rest of the features!