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create new queue

unknown

Hi, I would like to create a new queue for issues/tickets that the reporters respond to, meaning commented the issue/ticket. The ticket status will be Waiting for Support.

The reason is that I want to see (in a dedicated queue) when reporters commented their issues.

Do you think it's possible?

Thanks

Accepted answers

All comments

Callum Carlile _Automation Consultants_

Hi @[deleted],

You will need to set up an automation rule that automatically transitions the issue to a status Waiting for Support when the reporter (I assume the customer via the customer portal?) adds a comment. You would then set up a queue based on issues within that status, rather than the action of the reporter adding a comment

unknown

Thanks Callum. I'm not sure this works for me, I explain:

All issues created on the portal appear in JSD queue "All Open" ant the status i "Waiting for Support" as we haven't traited theses issues yet.

Let's say that we have 100 issues in this queue.

If I reply the reporters for 10 issues, the status will be "Waiting for Customers".

Then the reporters comment theses issues and the satus will be again "Waitning for support". The issues are still in the queue "All open".

If I want to know if some reporters answered my questions, I have to search in the All Open queue (remember we have 100 issues there).

I would prefer that the commented issues are visible in a dedicated queue as well to be able to treat them first.

Callum Carlile _Automation Consultants_

@[deleted]You can make as many queues as you want with whatever JQL filter you want, so you should be able to create a separate queue with the jql filter of

project = abc AND status = "waiting for support"

so you won't need to search through all of your 100 issues within the all open queue, this queue should just have the 10 issues that have comments on by the reporter.

I hope this helps, and that I haven't misunderstood your problem

unknown

Callum, the fact is that all created issues (from the portal) have the status Waiting for Support. So just the filter "Waiting for support" is not enough for the queue I want to create. The jql filter should be:

status = waiting for support and something like "reporter commented the issue"

This is this second part of the jql filter I don't know how it should be formulated.

I have 100 Waiting for support issues. I answer the reporters for 10 of them.

Now I have only 90 issues Waiting for support. But when the 10 reporters comment their issues, the issues "come back" with the status Waiting for support.

I have now 100 issues again waiting for support and I'm not able to see quickly which have been commented.

Do you understand my problem?

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