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

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,460,438
Community Members
 
Community Events
176
Community Groups

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

0 votes
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

Suggest an answer

Log in or Sign up to answer
TAGS

Atlassian Community Events