Create a queue that only shows a specific customer request type

Question

Hi

Does anyone know how to create a queue that only shows a specific customer request type in JIRA Service Desk 2.0?

I can create one to show only specific issue types, but I am reusing one issue type for multiple customer request types. I want a queue for each request type. For example I am reusing IT Help for 2 different customer request types.

When defining the criteria for the queue it doesn't appear to allow me to choose customer request type as one of the defining fields.

Thanks

Chris

Giovanni Costagliola · Answer

Another way is to implement a custom field named, for example, «ServiceDesk Queue». IMHO this solution is more flexible and doesn't conflict with the standard usage of labels that can be reasonably disclosed to the customer.

Mathias Edblom_n3ts9m · Answer

Hm, but what if you change the request type for an issue in service desk?

Chris Dunne · Answer

I think I figured this out.

The trick is to use the label field.

Edit the Request Type fields.

Add the Label field type to the request type.

Click Hide.

Set a value for the label for that particular request type.

Then when configuring your queue JQL you can test the label to see what type of request it is.

Thanks

Chris