Cant find custom field Queue JQL

Question

I am currently implementing Queues for our Support, but we want to differentiate between used languages within the request, to have e.g. our English Support Team only receiving the English requests and our German Support Team the German requests.

I tried using "Request Language" as field, for the customer to select when raising a request, but it is hidden in the Portal and i can't change it.

Also the automatic language detection is not that accurate, due to some German requests being detected as english ones, which is counterproductive.

I also tried implementing a customfield named "Region" so the customer could have the options to choose from radio-buttons, on which language he needs his Support in. This customfield eventually is not implementable in the queue JQL.

Anyone dealt with the same issue and found a way to differentiate between languages in a queues JQL?

Rudy Holtkamp · Accepted Answer

If you have a Jira field in the request called 'Region', with e.g. options Germany & UK. You should be able to create the queues:

Germany: JQL: Region = Germany and issuetype = Incident order by "Time to resolution" ASC

UK:  JQL: Region = UK and issuetype = Incident order by "Time to resolution" ASC

The detected language is based upon the user settings, which is initially based upon the browser setting of a user when he/she first logs in.

Marc -Devoteam- · Accepted Answer

Hi @Mikail Cevik

Welcome to the community.

The Request Language field shows the language that the customer is using in the customer portal.

This only works if the languages set in the project are visible to customers and up to date. They can select any language on their profile, but it will only show on the Request language the ones that were added to the project.

Provide help in multiple languages

With this said, if the customer goes to their profile in the customer portal and changes their language, for example, to Portuguese or Spanish, once they create a ticket, it will show their language, so agents will know what language they are using.

This is not a field that can be used on a request or on a form.

Your only option is to have a custom field with and add that to the JQL in the queue.

JQL should be Region = "<selected_region>"