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Automation in help center won't remove tickets in the queue

Berik Irgebayev

Hi all,

Our customer portal has this option to approve or decline the answer or offer.

This was done by one of the jira consultants we hired.

When the customer presses on Approve - JSM closes the ticket.

If a customer presses decline - the ticket goes to status declines and does nothing. It stops the SLA clocks though.

So later on we found out that when a customer presses on Approve, the ticket does close, but it does not disappear from the "Incidents" queue. Just stays there as "Closed".

When we manually press "Resolve" our automation closes the ticket and removes it from the queue. But apparently not if the customer does it.

How do I solve this?

Accepted answers

All comments

Samuel Gatica _ServiceRocket_

Hi @Berik Irgebayev

If you're using the default Incident queue, the JQL for it has "unresolved is EMPTY." I think when the ticket gets approved, you're not updating the Resolution field, so that's why the incident isn't getting moved out of the queue. But when you close it, you do set the resolution.

So you have 2 options:

1- Set the resolution field on the approval process.

2- Update the JQL associated to the incident queue

I hope this helps

Best regards

Sam

Berik Irgebayev

HI Samuel,

I was told the same but not sure how to do it.

A consultant set it up for us some time ago, do you know, by any chance at least where I should look in the settings?

Samuel Gatica _ServiceRocket_

Hi @Berik Irgebayev

You can update your preferred queue filter query setup. If you are unsure how to access the query, please see the following steps:

1) Access your desired queue and click on "..." symbol and select Edit Queue option.

2) Inside the edit queue UI, switch the Filter by section and click on "Switch to JQL". So it will display the filter by via the JQL format.

3) Update the JQL to your needs, in your case, and remove the resolution and add the status

i.e statuscategory != Done

4) Save the changes by clicking the Save button to complete the process.

REf: Triage customer requests for your agents with queues

I hope this helps!

Best regards

Sam

Berik Irgebayev

HI @Samuel Gatica _ServiceRocket_ ,

Thanks for taking the time to respond.

So what you are suggesting is change the filter, but that probably doesn't solve the problem on our customer portal people still pressing on the button it coming back again in our queue for other agents to see?

Or am i understanding it wrong?

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