JQL syntax doesn't seem to work for queues

[Susan Merola]

Hi. For our Jira Service Managment Desk I've created an alias email address for a particular program so that we can easily differentiate between general support questions and questions specific to this particular program.

I've created a custom field that extracts the Email To address and am using that to have emails sent to the alias appear in the dedicated queue but I can't figure out how to exclude emails to this alias from the general queue. 

I thought I could just use JQL !=alias.com in the general queue filter but JSM doesn't seem to like that. 

Any suggestions?

Thanks in advance for any help!

[Susan Merola · Accepted solution]

Hi everyone. Thanks for all of the quick responses and helpful suggestions!

I've just figured out that since I also have non-alias emails in my queue, for which the To details are not being extracted, I also need to include a condition for cases where the Email To field is empty. I've added that in and now it's working fine.

[Aaron Williams]

Hi @Susan Merola 

Instead of extracting the email to a custom field, why don't you have your automation set that field to a value if the alias address is used, and then use that in the queue. 

When issue created > IF alias email used > set custom field to "program name"

Then in your queue use the custom field. JQL: custom_field = "program name" 

Thanks

Aaron.  

[Jim Knepley - ReleaseTEAM]

Hi @Susan Merola 

I would try something like this, where the custom field name is "email_to_address":

!(email_to_address ~ "*alias.com")

[Susan Merola]

Thanks Jim. It doesn't seem to like that either. It tells me my queue is empty after adding that, which it isn't. 

I substituted the field name that I copied from the jql of the queue that is successfully getting populated with the alias address emails but maybe there's still some problem with my syntax?

I also substituted the real alias as well but just didn't want to post that publicly.

status in ("Awaiting Customer Response", "Awaiting bug resolution", "Awaiting Internal Assistance", "For review", Open, Reopened, "Work in progress") AND !(email_to_field[paragraph] ~ "*alias@company.com") AND resolution = Unresolved ORDER BY "Time to resolution" ASC

[Joseph Chung Yin]

@Susan Merola 

What is your custom field's datatype?  The one that you store the mail-to address value?

Can you also provide your exact JQL used for your queue?

Please advise, so we can assist further.

Best, Joseph Chung Yin