Create a queue that only shows a specific customer request type

[Chris Dunne]

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

[Jø]

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.

[Chris Dunne]

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

[Mathias Edblom]

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

[Mathias Edblom]

I have the same question! The custom field "Customer Request Type" should be the one to query, but there are no autocomplete feature to query values, so what is the value to put in?