Assigned tickets are showing in the default "unassigned" que but also showing assigned to me.

Question

We recently implemented a new hire hardware request in Jira. Everything works well but when a user creates this type of request, and we assign the ticket to someone, it stays in our "unassigned" que.

It only happens for this particular request.

I have done plenty of googling and I don't see any solution to my issue. I have included a screenshot below of the tickets in the unassigned que.

I apologize but I'm pretty new to Jira Service Management and I'm not sure what other information would be helpful.

Christopher Yen · Answer

Your current query is like this

assignee in (EMPTY) AND issuetype in (Incident, Problem, Request) AND resolution = Unresolved AND "Group" = "Service Desk" ORissuetype = Requisition AND resolution = Unresolved

Christopher Yen · Answer

Hi @Kosko, Andrew

So because you have the OR statement you need the unassigned to be on that side too.

assignee in (EMPTY) AND issuetype in (Incident, Problem, Request) AND resolution = Unresolved AND "Group" = "Service Desk" OR issuetype = Requisition AND resolution = Unresolved AND assignee in (EMPTY)

Kosko, Andrew · Answer

Here is the query filter and a screenshot. All other unassigned tickets are showing correctly. It is only when a user uses this specific request in Jira.

assignee in (EMPTY) AND issuetype in (Incident, Problem, Request) AND resolution = Unresolved AND "Group" = "Service Desk" OR issuetype = Requisition AND resolution = Unresolved