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Separating queues by internal vs external

Francesca Naudi

I have one service desk project that will deal with requests from internal employees and requests from clients outside the company. IS there a way to separate tickets into two different queues, one queue for requests coming from internal employees and one queue for requests from clients?

Thanks

Accepted answers

Marc -Devoteam-

Hi @Francesca Naudi

Welcome to the community.

Yes, if you have information on the issues that separates issues created by internal or external users.

queues in a JSM project are based on issue information in basic or JQL, just as searching, so you need a differentiator to accomplish this.

All comments

Marc -Devoteam-

Hi @Francesca Naudi

Welcome to the community.

Yes, if you have information on the issues that separates issues created by internal or external users.

queues in a JSM project are based on issue information in basic or JQL, just as searching, so you need a differentiator to accomplish this.

Francesca Naudi

Thank you! I am struggling to find a differentiator that can do that though. Basically requests coming from Jira accounts / emails within my organisation need to go into one queue and those external need to go into another, just can't find the actually way to do this

Marc -Devoteam-

Hi @Francesca Naudi

What you could do is, to create to organisations, one for employees and one for non-employees.

Add all your employees in the employee organisation and all others in the other one

Create an automation rule that sets the organisation of an issue based on the mail domain.

So if the mail domain is your organisation the user requesting is added to your employer org, otherwise to the other org.

You can then base you queues on the organisations

Francesca Naudi

Hi @Marc -Devoteam-

I think that's exactly what I need. Thank you so much!

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