Create a queue based on text in ticket

Question

I would like to start creating queues based on text in the ticket description.  For example if a ticket comes in with "create a Zoom account", I would like it to appear in the Zoom queue as a separate team covers zoom issues.

If this isn't the right way to approach such an issue, I'd like to hear constructive suggestions on how to route tickets to the right teams in ITSM

Mariana_Pryshliak_Saasjet_qysy8m · Answer

Hi @Greg Bassett

If you need a JQL request and don't know how to combine it, you can consider Dynamic Filters: JQL Replacer addon. It is developed by my SaaSJet team to simplify database queries. So you can choose the options you need using a visual composer. Here is a sample:

Hope you find it helpful.

Regards

Dave LIAO · Answer

Ah, gotcha!

For now, make that queue using the JQL

text ~ "Zoom" OR text ~ "create a Zoom account"

Greg Bassett · Answer

Thanks Dave - right now we are simply asking staff to send any IT support issues to an email address, and triaging them as they come in, which is why we were looking for some text mapping.

We are planning to move to portal intake for specific services soon, and will definitely implement what you suggest at that time.