Advanced Search-Filter by Assignee not showing other agents

Question

Hi

We are new to Jira Service Management and still evaluating the product.

I have set up a number of our IT staff as "Service Desk Team" roles and testing their ability to manage tickets.

We have set up a number of queues to filter the tickets by certain criteria but the team are asking if there is a quick way to filter/search the 'All open tickets' queue for tickets assigned to a particular assignee.

When I click into the 'Search' field on top right of screen I am landed in the advanced search screen. Amongst the filters in there, there is an option to 'Filter by assignee' but the drop-down list only shows my name and not the name of the other "Service Desk Team" agents. Its strange that I can see all the tickets assigned to all the agents in the 'All open tickets' queue but the advanced search dosent seem to allow me to filter by other assignees.

How can I quickly filter open tickets by selected assignee?

Any help would be appreciated

Thanks

Brian

Marc -Devoteam- · Answer

Hi @Contracting PLUS

The fields empty on selecting, you need to start typing, before users are show.

Contracting PLUS · Answer

Thanks. Yes I realise now that the advanced search relates to using JQL. I see "Boards" is a new feature so will try that. Still strange that the quick search dosent allow you to filter for other assignees.

Thanks,

Brian

Jack Brickey · Answer

Hi @Contracting PLUS , welcome to the Community!

so that isn't the advanced search. But let's get to the actual requirement/goal. If you want a view of all issues in a form that allows you to dynamically select the assignee then consider using the Board and then select the avatar of the assignee/agent at the top.