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Why doesn't a Jira Service Management project have the 'Issues' search ?

Why doesn't a Jira Service Management project have the 'Issues' search feature like other projects ?


How do I write queries and filters against a Service Desk project ?  



2 answers

1 vote

@Yatish Madhav has already explored most of what I was going to say, but I wanted to add a general usage point.

In Service Desk projects, your Agents are not really expected to be going off to find issues with arbitrary searches, they're expected to be working on the next most important thing they can, which is determined by the queues.  They don't want to be spending time clicking on "issues -> enter some search -> find next most important thing they can do"

There's always the option to use the main issue search too.

@Nic Brough _Adaptavist_  I don't disagree with your point.... but as someone who has used Jira for many years I found Service Management to be a little too cut down.  So whilst acknowledging your point ..... I don't know why you can have an option to explicitly add the Íssues' back into the left bar so its consistent with other 'normal jira projects.

One constant complaint about Jira is that pages have so much on them, they are confusing, so Atlassian are always trying to balance "minimising fuss" against "putting useful stuff on a screen".  JSM users are not expected to be using arbitrary searches much, if at all, and the option is there in the menu, so why complicate a screen with it? 

Your point that it would make JSM projects a bit more similar to non-JSM projects isn't really a lot of use - you could use the same argument to argue queues should be added to development projects (which do queues with backlogs)

Hi @Michael Green - it does have it, though it is categorized under the Queries as the specified Query/Request types.

RE the queries or filters you can do so here (just replace SITENAME and ServiceDeskProjectNameOrKey)  

Thank you

@Yatish Madhav  Please send me a screenshot of 'Under Queries'.....

You should see something like this ...

Screenshot from 2022-06-24 08-47-37.png

@Yatish Madhav  I can't see a JQL or Query interface anywhere in your screenshot.  Where ?

Apologies (early morning still :) )

I meant to say Queues (not Queries) - so in first option in your screen grab.

RE the JQL , the link I shared above should give you what you need to filter all the issues in a specific SM project. Ie  

OR AND status IN (status1, status2) to get all isses in a project that are in a specific project

Thank you

@Yatish Madhav So there is no way to navigate through the User Interface to this JQL / issues interface..... which is the original point I was making.  

Well, Queues > All Open - shows them all. You can edit the fitler with the 3 dot menu top right and edit it that way

But The link I shared offers more flexibility so you can filter any really - not only for a project -  but technically ther is always a way :D

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