Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

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

I need a JQUERY to make a queue with tickets without answers

Currently I have difficulty finding tickets that have not yet been answered by the support team, check and I realized that thismcondition is not a simple filter but an advanced filter. If someone has already done it and can send it to me I would be very grateful.

1 answer

1 accepted

2 votes
Answer accepted
Jack Brickey Community Leader Feb 15, 2021

Hi Gabriel, that depends on how you define "been answered". Does that mean responded to the customer or does that mean resolved? Generally this is done via the underlying SLAs. For example Time to First Response (TTFR) and Time to Resolution (TTR). If not using SLAs then maybe this can be defined by the Statuses? Can you convey more here?

Hi Jack!! 

Thanks for the answer!! 

Yeah, I work with SLAs for first response and resolution time. My first idea was a query that identified that the ticket has not yet had any response to the customer. But you gave a good idea.

Perhaps the best solution would be to decrease my (TTFR) and create a queue just like that SLAs, what do you think?

Jack Brickey Community Leader Feb 15, 2021

So to find all issues where the agent has not yet responded in the required timeframe simply define your Queue as "time to first response = breached() ".

Thank you so much Jack!

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

258 views 1 2
Read article

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