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How to create queues and have assignees in each particular queue

Hello,

 

We have transitioned into using jsm and an issue is if users dont properly place the ticket with affected services and simply email a ticket/issue it cannot be sorted properly. 

 

I am new to JSM and wondering is there a way to create specific queues with assigned assignees in them to throw their specific  responsible for tasks  to them? This is needed to properly assist end users.

1 answer

Hi @Kevin Robles 

Can I clarify what you're looking to do? Are you looking to create a queue based on Assignee?

If yes, you can create a custom queue:

  1. In your JSM project, press Queues from the left-hand menu
  2. Select New Queue
  3. Give it a name
  4. Enter the search parameters - for example: assignee = ABC
  5. Choose the required columns to display in the queue
  6. Press Create

Or are you looking to do something else, such as having an Assignee automatically assigned based on the queue (or, some metadata in the ticket)?

Ste

Hi, 

I was looking for that 2nd option in fact.

So having default assignees for items that fall under a specific queue.

Is there an option for that beyond the Automation features?

 

Thanks

Hi @Carlos Piqueres 

It depends how you identify each specific queue.

Could you clarify what unique identifiers are used in your queue setup?

Ste

Hi @Stephen Wright _Elabor8_ 

The unique identifier would be a combination of component and a custom field.

As a first version we could use only the component, although the end configuration will definitively depend on an additional factor we are planning to model with that custom field.

Thanks

Hi Carlos,

Did you manage to find the right resolution for this question?

I'd suggest if it's a combination of two factors, Automation is probably your best option :)

If you still need help to get this working, let us know the specific parameters you have setup, and what you'd like it to do - and let's get you an example rule!

Ste

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