Filter the Queues on the basis of Portal group

Question

Hello Team,

We have multiple portal groups in our JSM customer portal, each containing different work types. We would like to create separate queues based on these portal groups so that each queue displays all requests submitted under its respective group.

For example, the Portal A queue should display all requests submitted through Portal A, the Portal B queue should display all requests submitted through Portal B, and so on.

Could you please help us understand how we can achieve this in Jira Service Management?

Ciro · Accepted Answer

Hi there,

As far as I know there's no JQL for portal groups, so a queue can't filter on them directly. Queues can filter on request type, though, which gives you two options:

* List each group's request types in the queue JQL, for example project = SD AND "Request Type" in ("Laptop request", "Software access"). Quick, but you have to edit the queue every time a request type is added to that portal group.
* Mirror your portal groups as request type groups (project settings > Request management > Request types > More actions on a request type > Edit in the Request type group section). Then each queue can use "Request Type" in requestTypesInGroup("SD", "Portal A"), and new request types only need to be added to the group.

One catch with option 2: a request type can be in several portal groups but only in one request type group. If some request types show up under more than one portal group, you'll have to pick one queue for them. Request type groups also need a company-managed space and project or Jira admin rights.

Sami Shaik · Accepted Answer

@sankalp.khare ,

@Ciro is right that portal groups have no JQL, but there is a second grouping in service spaces that does: request type groups. They are a separate field from portal groups (on the Request types screen they are two different columns and two different filters), and Atlassian documents a JQL function for them:

"Request Type" in requestTypesInGroup("PROJECTKEY", "Group name")

So the pattern for your ABC and XYZ queues is:

* Space settings > Request management > Request types. If the Request type group column is hidden, turn it on under View settings.
* For each request type, More actions > Request type group > Edit > Assign to group, and create a request type group with the same name and membership as the portal group. A request type can belong to only one request type group, so if a request type sits in two portal groups, decide which queue owns it.
* Create the queue with "Request Type" in requestTypesInGroup("PROJECTKEY", "ABC"), and the same for XYZ.

From then on, adding a request type to the group updates the queue; you stop maintaining Request Type in (...) lists by hand, which is the maintenance cost of the list approach.

One check before you rely on it: view the queue as an agent who is not a space admin. There was a bug (JSDCLOUD-15966) where queues and filters using requestTypesInGroup returned nothing for agents while working for admins; it is marked Fixed in March 2025, but it is worth a thirty-second look on your site. If it ever shows empty for agents, the fallback is Ciro’s explicit list.

References, read today: Use request type groups to categorize your request types, JSDCLOUD-15966.