Move tickets to different queue in the same project in JSM

Sahil Suhag March 23, 2024

Hi,

For my customer service team JSM project, i want to setup an automation so that tickets get segregated into different queues automatically.
image.png

These are the queues i have. All open tickets queue would have all the tickets but rest of the queues should only have tickets corresponding to them.

2 answers

0 votes
Stephen Wright _Elabor8_
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
March 23, 2024

Hi @Sahil Suhag 

The Queues are queries, so I assume you've created queries based on request channel type for some of these like help center (portal), email, etc?

To automate this, you'll need a custom field to house channel data, and to populate it using an Automation rule - see how to on this help page: https://confluence.atlassian.com/jirakb/using-the-request-channel-type-property-on-filters-1188759288.html

This solution uses a read-only text field, but it's likely also possible using a Select List (single choice) custom field, and IF/ELSE conditions.

---

For the others, how are you splitting...

  • TAT Escalations
  • Other Team Escalations

...into the queues now? Further information here will help clarify how to automate these actions.

---

You have listed your plan level as Free; please be aware of the execution limits at this level - see this page for more information: https://support.atlassian.com/cloud-automation/docs/how-is-my-usage-calculated/

Let us know if you need any further help!

Ste

0 votes
Dexter de Vera
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
March 23, 2024

You may edit the queues filter base on request type (if your ticket  is base on request type)

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
FREE
TAGS
AUG Leaders

Atlassian Community Events