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Specific unassigned queue needed with very close, but slightly different criteria

Alyssa Hill_625xz4

I need to create 2 unique 'unassigned' queues.

1 that captures all unassigned tickets and a 2nd, that captures all unassigned tickets that meet a summary or description criteria.

For example:

Any ticket that has a summary or description that includes 'VCTSI' within any string of text, needs to be assigned to the 'FDA unassigned' queue.

ex) Screen Shot 2024-05-28 at 3.05.41 PM.png

If a ticket does not have 'VTCTSI' that it should go to standard unassigned.

I'm running into an issue here where if I include !~ "VCTSI" in the standard unassigned queue then none of the regular tickets appear here and get lost.

Is it possible to differentiate with such close criteria between the two?

Many 'standard' unassigned cases will include "CTSI" in the description or summary and JQL doesn't seem to be able to differentiate.

ex) Standard unassigned ticket

Screen Shot 2024-05-28 at 3.31.04 PM.png

Any ideas?

Thank you!

Accepted answers

Duc Thang TRAN

Hello @Alyssa Hill

I think I understand the problem. If you looking searching with an exact match because "CTSI" is included in the string "VCTSI".

Try with this one :

summary ~"\"VTCTSI\"" and assignee is empty for FDA unassigned

and summary !~"\"VTCTSI\"" and assignee is empty for normal unassigned

All comments

Benjamin_tmh9yg

Hi @Alyssa Hill ,

The filtering should work with ~! for summary or description. Would double check the entire filter.

Filter should be something along the lines of assignee = unassigned and summary !~ VCTSI

Alyssa Hill_625xz4

HI Benjamin,

Unfortunately it does not work. When 'standard unassigned' has the logic you mention AND 'fda unassigned' has the inverse logic, all tickets now land in the FDA queue.