created date and assigned query

[Damon Robinson]

Hi, 

I need some help creating a JIRA query, and I'm not sure if it can even be done. 

I need to understand the volume of tickets created within the previous month that are, or have been at some point in time,  assigned to one of two queues for which I am responsible. 

Whilst I can easily write a query for tickets created in the month, it only picks up those that are currently in my queue, not tickets that HAVE been in my queue, but since moved to another. 

I would like to be able to identify how many unique tickets we have received within the given month, in order to identify increasing or decreasing trends. 

Is this possible? cheers in advance for any help you can offer. 

[Jack Brickey]

Well I need to know a little bit more about your queues but let’s assume that issues in your queue equate to issues that have you as the assignee then you could consider adding the following to you date query

and assignee was currentuser 

[Damon Robinson]

Thanks for reply Jack,

The issues are not assigned to me specifically, but could be assigned to one of a number of consultants that work within each queue / assignment group.

So for example, queue / assignment group 1, might have consultants A, B & C, whilst queue / assignment group 2 has consultants D, E & F. Any of these could pick the ticket from the queue and assign to themselves. 

Also, if possible, i would like to be able to see what tickets hit our assignment group, even if they did not get assigned a consultant within the group, For example, a misdirected ticket we immediately pass back to another assignment group. Even though we have not logged time against this issue, it has still needed a touch from our team and should be in our tickets recieved count. 

[Jack Brickey]

So maybe instead of saying current user you could use - assignee was in (A,B,C)

now the tricky part would be if you didn’t get it assigned to anyone. So thinking about this more, to be able to do this I think you’re going to have to use some custom field that could be used to signify the queue. There may be another way I just can’t say for sure. The point is you need to be able to definitively identify the queue and the fact that issue ever hit that Queue. 

[Damon Robinson]

thanks, but i cant work out how to query assignee was in "assignee group"?

i can live without the unassigned tickets being picked up, but i do need any tickets created in a month that were assigned to the group at any point...

[Damon Robinson]

So, for example..  i have this query...

project = ITSD AND "Appointed Team[Dropdown]" in ("QUEUE1", "QUEUE2") AND created >= 2021-04-01 AND created <= 2021-04-30 ORDER BY created DESC

where queue1 and queue2 are the assignment queues for which i am responsible.. 

this query only shows tickets CURRENTLY assigned that were created in April

I need it to show all tickets ever assigned to my queue, even if no longer so, that were created in April

I'm not sure if I'm explaining myself very clearly...

[Jack Brickey]

Yeah you can’t use group. He would have to use “was in (A,B,C)” listing the users. 

[Damon Robinson]

OK, so im going about it wrong. 

Im struggling to work out how to include the "was in" query though,... how do i write that, and where in the string?

[Damon Robinson]

thanks for you time by the way. i do appreciate you taking the time to respond to me!

[Jack Brickey]

Can you please provide the string that you are using right now maybe I can edit it for you. 

[Damon Robinson]

i currently have this string...

project = ITSD AND "Appointed Team[Dropdown]" in ("QUEUE1", "QUEUE2") AND created >= 2021-04-01 AND created <= 2021-04-30 ORDER BY created DESC

queue 1 & 2 are assignment groups that have multiple consultants assigned to them, 

this query only shows tickets created in April that are CURRENTLY assigned to the groups , whereas I need it to show all tickets ever assigned to my queue, even if no longer so, 

[Damon Robinson]

sorry, i should add that by queue, i mean assigned group...