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Queue for watched tickets

Dena Campasano

Hi,
We are on Jira Service Desk Cloud.

I would like to create a queue for tickets that are being watched or an agent has been added as a participant, so we can easily find them without needing a link or email.

I have tried several ways to accomplish this but none are working to create the new queue.

Accepted answers

Michael Andolfatto_a62ntx

Hi @Dena Campasano ,

What are the specific queues you want to have? For example, you can create a queue for all tickets where the watchers field is not null with the following:

watchers is NOT EMPTY

And a queue where the Request Participants field contains a licensed JSD user:

"Request participants" in membersOf("jira-servicedesk-users")

But I'm not sure that's fully what you're asking.

All comments

Michael Andolfatto_a62ntx

Hi @Dena Campasano ,

What are the specific queues you want to have? For example, you can create a queue for all tickets where the watchers field is not null with the following:

watchers is NOT EMPTY

And a queue where the Request Participants field contains a licensed JSD user:

"Request participants" in membersOf("jira-servicedesk-users")

But I'm not sure that's fully what you're asking.

Dena Campasano

Similar to the Tickets Assigned to Me queue where the queue is set to assignee: Current User.
I would like a Tickets I'm Watching queue for all our agents.

Michael Andolfatto_a62ntx

This can be done with the following in Cloud:

watcher = currentUser()

"Request participants" = currentUser()

Dena Campasano

Deleting reply, I figured it out.

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