Move Tickets From A Specific Reporter To A Specific Queue

Question

I've browsed a bunch of articles, but not seeing anything exactly like what I'm trying to do.

I have a custom queue called Security Alerts. Alerts come from a dedicated email address. Is there a way, when a new ticket is generated in Jira Service Desk by that email address, for it to automatically move to the Security Alerts queue (bypassing the Unassigned/Waiting For Support queue)? I've been playing around in the Automation section, but not really finding the pieces I need.

Ex: WHEN new issue is created, IF Reporter is alerts@domainname, THEN automatically put that ticket in the Security Alerts queue.

Thanks for any help/tips!

Mikael Sandberg · Accepted Answer

Hi @Leanne Brown,

Welcome to Atlassian Community!

Queues are just filters, so you do not have to use Automation in this case in order to move a request to a specific queue. What you can do for the Security Alerts queue is change the filter so that is looks for the specific email as the reporter, something like this:

reporter = <atlassian Id of the reporter> AND resolution = Unresolved ORDER BY "Time to resolution" ASC

The only time you would need to use automation is if you want to add a component to the request and use the component as part of your filter.

Joseph Chung Yin · Accepted Answer

@Leanne Brown

Welcome to the community.  I agreed with what @Mikael Sandberg stated- especially the definition of JSM "Queue".  Automation rule comes into play when you want to conduct actions against the specific issues further - i.e. assigning the issue to a specific agent/team, autom transition the issues WF statuses.

As long as the filter of the Queue is properly setup, then those issues will always be contained within your queue.

Hope this also helps.

Best, Joseph Chung Yin