Move tickets to different queue in the same project in JSM

Sahil Suhag March 23, 2024


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

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

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Stephen Wright _Elabor8_
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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:

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:

Let us know if you need any further help!


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Dexter de Vera
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March 23, 2024

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

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