How to create a seperate queue and auto route tickets that have specific words in it

[Logan Alexander]

Hello!

We want to create different Queues for different IT teams and have them get routed there if they have speficic software mentioned like QAD, zoom, Active Directory Etc... Any ideas on how the automated moving would work/ is it possible? 

[Duc Thang TRAN · Accepted solution]

Hello @Logan Alexander 

Via this link you can see how to create a new queue for your projet JSM https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-queue/

It depends on the configuration of your project.

You need to find a field in an issue that holds the value of the specific software or a text field that mentions it.

This will help you create the right jql (more info about jql) for the corresponding application.

Hope this can help you :) 

[Susanna Babayan]

queues are based on certain criteria in your JQL. so if anything changes on your issue, the ticket should appear in the queue. you can use components or labels to categorize the issues and edit your JQLs to match those