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Would to create a queue to move project tickets out of day to day ticket queue

Brandon E

Hi folks,

We are using the Standalone Jira Service Desk 8.1.0, We have our queues set up already that sort incoming tickets by location. I'd like to create a separate queue in which I can move our ongoing project tickets in to and create new ones as needed.

From what I can see this is an option in the Jira Cloud software but doesn't seem to be configurable in the Jira Standalone.

Any help?

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Jack Brickey

Hi @Brandon E , welcome to the community! Hopefully I can assist with your question. In order to attempt to do so I need to better understand your request. What exactly do you mean by "...move our ongoing project tickets into...". What defines an ongoing project ticket? For example, is there a label or specific field that can be used as a means of organizing your issues into the proper queues?

Jack Brickey

To be clear here, queues are simply filtered lists of issues. In order to create a new Queue you simply need to create a JQL query that defines the issues you wish to see in the queue. Similarly, if you wish to not see those issues in another Queue then you simply need to ensure the underlying query excludes them.

As an example, let's say that you want to flag certain issues as an ongoing project. And in order to do so let's assume that you were going to add a label to those issues. e.g. ongoing-project. In this example you could add the following components to your queries....

existing queue where you want to exclude the ongoing projects - ... AND Labels != ongoing-project

new queue to capture ongoing projects - Labels = ongoing-project

Brandon E

I'll give you a scenario that may help!

We have two queues in our Service Desk, one for issues in the US which is handled by one team and one for issues in Canada which is handled by us. When a user places a ticket for help, they designate which location and it gets sorted to the appropriate queue. Over the years we've amassed a few tickets that we've placed ourselves or by other users that have been ongoing projects. I'd like to separate those tickets out of our "day to day" queue and into a separate one called "Projects".

"is there a label or specific field that can be used as a means of organizing your issues into the proper queues"

That's kind of the avenue I was headed as well but couldn't quite wrap my head around how to "tag" current items to have them move into the new queue.

Hopefully that clarifies things!

Brandon E

Just saw your reply! That makes a lot more sense to me now, thank you for that! I'll give it a shot.

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