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Filtering by organization in a queue isn't working

Tanya Morgan

I created 3 different support queues that will be managed by 3 different agents.

Queue A
Queue B
Queue C

Under the Customers tab I created a list of Organizations, each with a list of corresponding client email addresses.

The idea is that service desk mail will be routed to a Queue based on the Organization that it was sent from

To set up this routing based on organization I wrote the following JQL in Queue B's Filter

resolution = Unresolved AND Organizations = OrganizationX

To test this filter:

I added my personal gmail address to Organization X's customer emails list

I then sent an email from my gmail address to the support desk. The routing didn't work I can only see the request in All Open it doesn't reflect in Queue B

Please help I don't know what I'm doing wrong.

Accepted answers

Hernan Halabi - Elite IT Consulting Group

Hello @Tanya Morgan when you create the ticket are you sharing it with the organization? If you don't, then the organization field ends empty and therefore the queue will fail.

All comments

Hernan Halabi - Elite IT Consulting Group

Hello @Tanya Morgan when you create the ticket are you sharing it with the organization? If you don't, then the organization field ends empty and therefore the queue will fail.

Tanya Morgan

Hi @Hernan Halabi - Elite IT Consulting Group

Thank you for the response, I am sending an email from the gmail account as if I am the client. I am not creating the ticket from within the Portal or within Jira.

Hernan Halabi - Elite IT Consulting Group

I don't recall if those are shared by default but based on the information I have. That would be a no.open the ticket and see if the organization field has a value.

Tanya Morgan

You are right the organization is blank.

Your response got me thinking, I added the queue jql filter as well as the email address to the organization only after the ticket had already come in to the service desk.

That is why the organization was blank.

I tried sending the email again from within the client's gmail account and just like that the organization is no longer blank and the email routed to the correct queue.

Thank you for helping me, I appreciate it.

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