After migration previoulsy reported tikets not showing under the queues but showing all issues but why its showing under the issues , Wy its not showing under the open tickets ?
I have checked all the types
1.Queues
2.Service Requests
3.Incidents
4.Problems
These types I don't find the tickets but I am able to see the all issues how can we move from there ? How can I manage?
Hello @JADI SRISHYLAM
Thank you for reaching out.
The queues you have on a JSM project are loaded based on a JQL query. The only reason that can cause issues to don't be displayed on a specific queue is that they are not matching the JQL query configured for that queue. Let me give you an example:
The queue of your screenshot "All my tickets" is configured with the following JQL query by default:
assignee = currentUser() AND resolution = Unresolved ORDER BY "Time to resolution" ASC
In this example, the queue will only display issues that:
- Are assigned to your own user AND
- The resolution field is not filled with any value
If the issues are not matching both conditions above, they will not be displayed in the queue.
You can follow the steps below to properly check and edit the JQL for a specific queue you have:
From your service project, go to Queues.
Select the queue you want to view/edit.
On the top-right of the page, select ... > Edit
You can check the documentation below for more details about the queue feature:
If you have any issues that are matching the JQL of the queue but are not displaying on the queue, try the steps below:
If any information above is not matching with what you are seeing, please let us know your current scenario so we can further troubleshoot the issue.
Thanks!
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