move issues between between queues

Question

We have requirement where we have 3 IT Teams and Service Desk

Would like to configure all issues coming to ServiceDesk and then move the tickets to 3 IT Teams( DB, Network and App) basis issue/request

Have seen queues however didn't find option in Queue

Please guide

Nic Brough -Adaptavist- · Accepted Answer

Welcome to the Atlassian Community!

Queues are not containers for issues, like boards, they are a selection of issues.  To make an issue "move" between a queue, you have to put data on it that makes it stop being selected by the current queue, and starts it being selected by another.

Probably the most simple way to do this for your need is to base your queues on "Team = X", where you set a team on the issue when you create or triage it.

Walter Buggenhout · Accepted Answer

Hi @chrs,

Queues display issues based on a query in JSM. So, you don't move issues to a queue; you set up a queue to display issues that match specific criteria. By updating the issues, they appear in different queues automatically.

In your specific scenario, it would make sense to use a field Team (or Support Group, IT Team or anything else that makes sense to your organization). Create a new queue in JSM for each team, filtering out by the values available in that field. And then just let your team fill out the appropriate team in incoming issues, so they will appear in the corresponding queues.

Hope this helps!