Ability to sort tickets from a specific organization in the ticket queue?

Question

Hello,

I have multiple organizations within a project. For example, they are Business A, Business B, Business C. If Business A and Business B both submit a ticket, will they both land in the same ticket queue, or is it possible for the queue to be separated based on organization, such as a header with Business A and only requests from those customers in that organization fall under Business A? Thanks!

Hannes Obweger - JXL for Jira · Answer

Hi @[deleted]

as already suggested, you can create a separate queue for every organisation. Alternatively, If you prefer a somewhat more interactive experience and are open to solutions from the Atlassian Marketplace, you may want to have a look at the app that my team and I are working on, JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields - including all JSM-specific fields - much like you’d do in e.g. Excel or Google Sheets. It also comes with a number of advanced features, including support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting.

With these, you can build a view like e.g. this in just a couple of clicks:

As every sheet in JXL is powered by a JQL statement, you can easily use sheets as a "supercharged" extension or alternative to built-in queues. This would also enable cross-project queues, if that's something that is of interest to you.

Any questions just let me know,

Best,

Hannes

Ste Wright · Answer

Hi @[deleted]

You can do this, but you'll need separate Queues. To modify them:

* Select Queues from the left-hand menu
* Next, select Manage queues - again from the left-hand menu
* In the pop-up box, select Create new queue
* Give the Queue a name (i.e not "New queue")
* Set the JQL to limit the Queue to one Organization - eg. resolution = Unresolved and Organizations = "Organization ABC"
* Repeat Steps 3-4 per new Queue

Let us know if this helps :)

Ste

Marcus Jones · Answer

Hi @[deleted],

Welcome to the community!

You can achieve that by using a bit of JQL in your queues. You'll need to create one for each organization. So, let's say I create a queue for organization A. I'll create that and then set the Filter by to:

resolution = Unresolved AND Organizations = "Organization A"

Then you simply create additional queues for each of your other organizations.

~hope that helps :)