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

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

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

Issue opening with E-mail request but not seen in queue, why?

When I send an e-mail to my service desk, issue opened and I get an e-mail about it. If I click to link inside e-mail, I can access to issue. However the issue not seen anywhere, not in any queue.

This also same for opening issue from portal.

1 answer

0 votes
Brant Schroeder Community Leader Nov 13, 2020

The queue will only show what is specified in the filter/queue.  Please check the queue and see if you are possibly filtering out the new issues by specifying a issue type or request type, status, etc.

There is no filter. I create new one but still same.

Brant Schroeder Community Leader Nov 13, 2020

Can you share a screen shot of an issue and the queue?

I found the problem. Status category effect this. If I remove all categories, it is working but if I select category not working even category is true.todo category.pngcategories.png

Brant Schroeder Community Leader Nov 13, 2020

Can you use status instead of status category and see if this makes a difference.

Brant Schroeder Community Leader Nov 13, 2020

Can you also share a full view of the queues JQL or filter?  I would like to look and make sure that there is not a conflict.

I add basic and jql queries. I use custom status in Jira (not service desk), so I want to use same statuses here. I think there is a bug. I am not sure but may be Turkish chars effect this.statuscategoryjql.pngstatuscategorybasic.png

In next gen service desk, I know only one place to change status category. It is inside workflow. Is there anywhere else to look?

Brant Schroeder Community Leader Nov 13, 2020

If you use Status instead of Status Category does that change anything?

If I use statuses, it is work. However I have multiple statuses for each status category. And it will nice if this work.

Brant Schroeder Community Leader Nov 13, 2020

I took a look at a couple of test instances that I have setup.  This seems to be a field that is populated and used by Next-Gen projects.  If your service desk is not next-gen then it looks like this is not available.  

I use next-gen project. 

Brant Schroeder Community Leader Nov 13, 2020

Please display status category in as one of the queues fields and let me know what is in it?

At previous images, I add status category and status image inside workflow. Any where else to get this status and status category?

Brant Schroeder Community Leader Nov 13, 2020

You are showing status.  Can you add Status category to the list of fields that is displayed.  Please just add it next to status in the columns.

I got the point. Why is that no category? How can I set a category? (In workflow, the Status shown in right category)nocategory.png

Brant Schroeder Community Leader Nov 14, 2020

Can you confirm you are in a next-gen project.  When you go to the project settings does it say next-gen in the lower left hand corner?

I am very sure. I am in next gen project. Because it is writing that You are in next-gen project. I mentioned that before. 

I think you do not believe me. So I add screenshot. SmartSelect_20201114-202923_Chrome.jpg

Brant Schroeder Community Leader Nov 14, 2020

Thanks, how many request types do you have?  Is this happening on all of them?

I have 4 request types plus e-mail request type. Except one of them, all request types uses same workflow.

Brant Schroeder Community Leader Nov 18, 2020

Is the one that uses a different workflow the one that displays the status category?  

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

227 views 1 6
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