Sort queues when issues have multiple components

[Dustin Metcalf]

Hi everyone, I'm having an issue when it comes to sorting/filtering some queues in a project. We use components to help organize the type of tickets that some into one of out service desk projects. The issue is no matter what I do, only the last component used (alphabetically) will sort into the correct queue.

For example, if I have 2 components, lets call them, Support and T2, and I put both components into the ticket. The ticket will only show in the T2 queue and not in Support. I've tried using the basic queue settings and selecting the component, as well as the Advanced JQL to show components with different operators with no success.

Has anyone else run into something like this? I'm sure using Labels would work better, but I can't trust the support teams to not put in what ever they feel like, and I can control what is used with components.

[Jack Brickey · Accepted solution]

Hi Dustin, welcome to the Community. Can you share your actual JQL defining your queues? I just did a quick test and it seemed to work for me at first glance.

[Dustin Metcalf]

Thanks for taking time to respond Jack, but the issue is actually resolved now. Before I could do any more testing we upgraded Jira and Service Desk and the queue sorting started working again. I suspect the previous versions may have had an issue.

We are now running Jira 8.9.1 and Service Desk 4.9.1

In case anyone else has issues I have included the JQL used.

status in ("In Progress", "Waiting for Support", "Waiting for Customer", "On Hold", Escalated) AND component = T2

One thing I did notice in one of my other queues that was having an issues was we were missing a "status" in the list, so one ticket type wasn't showing up. It got a little mixed up since there are a couple too many admins in the project.