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How to customize Queues Filtering?

I have list of different queues for tickets. In several queues status of the tickets shows open, in progress, resolved, closed, cancelled,..etc everything. However, I only need to filter them to show open, in progress, waiting for support. Which steps I should follow to fix this?

2 answers

2 accepted

4 votes
Answer accepted
Ollie Guan Community Leader May 23, 2022

Hi @Dilin_Jayaweera ,

Please write filter conditions as needed and create custom filters.

status in (open,"in progress","waiting for support")

QQ截图20220524100752.jpg

Like Ollie Guan likes this
1 vote
Answer accepted

@Dilin_Jayaweera -

Welcome to the community.  In addition to what @Ollie Guan mentioned.  You can conduct update to your desired queue filter query setup.  In case you don't know how to access the query, here are the steps -

1) Access your desired queue and click on "..." symbol and select Edit Queue option.

2022-05-23_21-21-20.png

2) Inside the edit queue UI, switch the Filter by section and click on "Switch to JQL".  So it will display the filter by via the JQL format.

2022-05-23_21-21-36.png

3) Update the JQL to your needs and change the JQL display back to basic "Switch to basic" mode.

2022-05-23_21-21-53.png

4) Save the changes by clicking the Save button to complete the process.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

@Dilin_Jayaweera -

If you found my reply also helped you.  Please click on Accept Answer when you have a chance.

Best, Joseph

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