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Unable to find New user requests in unassigned queue

Team,

We have queue called "All Open Tickets" which servicedesk monitors for any new tickets raised by email or via customer portal. any new user request created from portal is not reflecting in this queue.

Queue filter is "project = "IT Service Desk" AND resolution is EMPTY AND "Assignment Group" is EMPTY AND issuetype in standardIssueTypes() AND "Time to resolution" = running() ORDER BY assignee DESC, "Time to resolution" DESC"

How can I get new user requests reflecting in here?

Regards

Brijesh

1 answer

1 accepted

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Answer accepted
Dirk Ronsmans Community Leader Jul 15, 2021

Hi @Brijesh Pathak ,

You have a couple of conditions there that can be causing them to not show up.

If you do a regular search and find one of them, could you verify that

  • the SLA "time to resolution" is indeed running?
  • Assignment group is empty?

 

My bet is on the SLA one but without an example it's hard to guess

Hi Dirk,

Thanks for your reply, I have created the test one found that there is an automation which put ticket in pending for "Pending on start date" reason. and SLA is paused. that's why it's not reflecting in the queue.

How can I modify the query I pasted earlier to reflect this new user tickets in same queue?

Regards

Brijesh

Dirk Ronsmans Community Leader Jul 15, 2021

Hey @Brijesh Pathak ,

I think maybe the easiest would be to just add that condition to the query.

Something like (but without knowing your details it's a guess)

 "project = "IT Service Desk" AND resolution is EMPTY AND "Assignment Group" is EMPTY AND issuetype in standardIssueTypes() AND ("Time to resolution" = running() OR Status = Pending") ORDER BY assignee DESC, "Time to resolution" DESC"

This would look at either a running SLA or the pending status

Hi Dirk,

As a workaround I created seperate queue with following JQL which serves purpose for now.

project = "IT Service Desk" AND resolution is EMPTY AND "Assignment Group" is EMPTY AND issuetype in (standardIssueTypes()) AND status = Pending AND "Customer Request Type" = "New User Request (ITSD)" ORDER BY assignee DESC, "Time to resolution" DESC

I will surely try the suggestion you have given above when have time.

Really appreciate your help with this.

Cheers

Brijesh

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