It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

ORDER BY with Service Desk

I want to set up the assignee with individual queues.
The queue is then sorted by a set priority.

issue Type and then priority.

For example:

Issue type incident priority Major

and then issue type Service Request priority Major

and issue type incident priority Medium

and then issue type Service Request priority Medium

What I want to achieve is 

Issue type Incident first with a priority over service request with the same priority.

Wondered if there was a way to achieve this - thank you

2 answers

Hello,

When you create a queue, you provide a JQL query. Upon entering your JQL query, you can switch to the Advanced mode and use the order by clause.

order by issuetype, priority

Hi Alexey

Thanks for the reply.

The problem I have is that I need the Incident to be first for Blocker, then Service Request for Blocker, then Incident for Major and then Service Request for Major. 

Any thoughts?

Thank you

If you add the order by issuetype, priority, what do you get? You can use asc and desc after each order by column. For example

order by issuetype desc, priority desc

0 votes

Hi @Julie Rose,

Complementing Alexey's reply, you can use a JQL similar to this:

assignee = currentUser() AND resolution = Unresolved ORDER BY Priority DESC, issuetype ASC

Of course we recommend that you make the proper changes to suit your agents.

 

Kind regards,

Rodrigo Becker
Atlassian Cloud Support

Hi Rodrigo

Thanks for the reply.

The problem I have is that I need the Incident to be first for Blocker, then Service Request for Blocker, then Incident for Major and then Service Request for Major. 

Any thoughts?

Thank you

Hi Rodrigo

assignee = currentUser() AND resolution = Unresolved ORDER BY Priority DESC, issuetype ASC

This worked to an extent, but the problem I have is the order of the issuetype is not in alphabetical order.
The issue type order I would like displayed as priority is:
_Major Incident
Incident
Service Request
User Access
Project Based

Is there away to apply this as the order?

Thank you

Hello @Julie Rose,

It's not possible to have such ordering using JQL, you would need an additional custom field with the weight of these requests with numeric values, for example, but it would add too much complexity to match which weight correspond to which issue type.

To simplify it and provide a solution to you, you can rename your issue types to start with a number, like this:

Screen Shot 2018-06-20 at 10.33.06.png

It will do the trick and not add any complexity to your project and users.

Keep us posted on your thoughts!

 

Rodrigo Becker

Atlassian Cloud Support

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted in Jira Service Desk

Tell us how you've implemented Change Management

Hello Community 👋, I'm a product manager at Atlassian, looking at improving change management capabilities across our products. In particular, we're looking at bridging the gap between Dev & ...

268 views 0 5
Join discussion

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you