Tickets created from email are not appearing in the filter.

Question

Hi Atlassian Community,

I would like to ask: I created the following filter to specifically filter tickets, but I am facing an issue where the filter does not display tickets created from email. It only shows tickets created from the customer portal and the service desk portal. What is the solution to make tickets created from email appear in the filter? here is the JQL query below

project = "Finance Helpdesk" AND "Customer Request Type" = "PAH commission settlement by hotel (FIN)" AND status in ("WAITING FOR SUPPORT", "WAITING FOR CUSTOMER") AND assignee in (712020:ed6e2d62-11a8-4b26-88c1-1e5d5aef689d, 62cd32efbd54f8d3ffb627ea) ORDER BY created DESC, status ASC

Thank you.

Cristian0791 · Answer

Hi @Arief Ramadhan Heldian

Please try the JQL:

project = "Finance Helpdesk" AND "Customer Request Type" in ("PAH commission settlement by hotel (FIN)",Emailed request (FIN)") AND status in ("WAITING FOR SUPPORT", "WAITING FOR CUSTOMER")

Joseph Chung Yin · Answer

@Arief Ramadhan Heldian -

I agreed with @Walter Buggenhout pointed out.  You will need to check your filter query to ensure that when issue created from emails contained the criteria that you specified in your query.  One of the common issues with query is what is the initial WF status when an issue is created - often the initial issue WF status is "Open" and not "Waiting for Support".

I would simply access one of those issues and conduct your check.

Hope this also helps.

Best, Joseph Chung Yin

Umut Ekin AL · Answer

Hello @Arief Ramadhan Heldian

Can you confirm emailed request type is that request type you already specify in jql?