Move tickets to different queue in the same project in JSM

Question

Hi,

For my customer service team JSM project, i want to setup an automation so that tickets get segregated into different queues automatically.

These are the queues i have. All open tickets queue would have all the tickets but rest of the queues should only have tickets corresponding to them.

Ste Wright · Answer

Hi @Sahil Suhag

The Queues are queries, so I assume you've created queries based on request channel type for some of these like help center (portal), email, etc?

To automate this, you'll need a custom field to house channel data, and to populate it using an Automation rule - see how to on this help page: https://confluence.atlassian.com/jirakb/using-the-request-channel-type-property-on-filters-1188759288.html

This solution uses a read-only text field, but it's likely also possible using a Select List (single choice) custom field, and IF/ELSE conditions.

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For the others, how are you splitting...

* TAT Escalations
* Other Team Escalations

...into the queues now? Further information here will help clarify how to automate these actions.

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You have listed your plan level as Free; please be aware of the execution limits at this level - see this page for more information: https://support.atlassian.com/cloud-automation/docs/how-is-my-usage-calculated/

Let us know if you need any further help!

Ste

Dexter de Vera · Answer

You may edit the queues filter base on request type (if your ticket  is base on request type)