Would to create a queue to move project tickets out of day to day ticket queue

[Brandon E]

Hi folks,

We are using the Standalone Jira Service Desk 8.1.0, We have our queues set up already that sort incoming tickets by location. I'd like to create a separate queue in which I can move our ongoing project tickets in to and create new ones as needed.

From what I can see this is an option in the Jira Cloud software but doesn't seem to be configurable in the Jira Standalone. 

Any help? 

[Jack Brickey]

Hi @Brandon E , welcome to the community! Hopefully I can assist with your question. In order to attempt to do so I need to better understand your request. What exactly do you mean by "...move our ongoing project tickets into...". What defines an ongoing project ticket? For example, is there a label or specific field that can be used as a means of organizing your issues into the proper queues?

[Jack Brickey]

To be clear here, queues are simply filtered lists of issues. In order to create a new Queue you simply need to create a JQL query that defines the issues you wish to see in the queue. Similarly, if you wish to not see those issues in another Queue then you simply need to ensure the underlying query excludes them.

As an example, let's say that you want to flag certain issues as an ongoing project. And in order to do so let's assume that you were going to add a label to those issues. e.g. ongoing-project. In this example you could add the following components to your queries....

existing queue where you want to exclude the ongoing projects - ... AND Labels != ongoing-project

new queue to capture ongoing projects - Labels = ongoing-project

[Brandon E]

I'll give you a scenario that may help! 

We have two queues in our Service Desk, one for issues in the US which is handled by one team and one for issues in Canada which is handled by us. When a user places a ticket for help, they designate which location and it gets sorted to the appropriate queue. Over the years we've amassed a few tickets that we've placed ourselves or by other users that have been ongoing projects. I'd like to separate those tickets out of our "day to day" queue and into a separate one called "Projects".

"is there a label or specific field that can be used as a means of organizing your issues into the proper queues"

That's kind of the avenue I was headed as well but couldn't quite wrap my head around how to "tag" current items to have them move into the new queue.

Hopefully that clarifies things!

[Brandon E]

Just saw your reply! That makes a lot more sense to me now, thank you for that! I'll give it a shot.

[Brandon E]

ok great news! I have the labels applied and the objects were sucked into my new projects queue successfully but now I have them in two places. Is there a way to exclude the on-going label from our main queue?

EDIT saw that you had that included! I'll try that

[Brandon E]

I tried this in my queue I want to excluded the on-going projects from but it seems to do the opposite and shows only the on-going project labels

"existing queue where you want to exclude the ongoing projects - ... AND Labels != ongoing-project"

[Brandon E]

This is what our current day to day queue looks like:

resolution = Unresolved AND Location in cascadeOption(10303) ORDER BY "Time to resolution" ASC

I tried to add the exclude function but it doesn't seem to work?

[Brandon E]

This is what I ended up with:

resolution = Unresolved AND labels is EMPTY AND Location in cascadeOption(10303) ORDER BY "Time to resolution" ASC

[Jack Brickey]

Hi @Brandon E ,

please try the following...

resolution = Unresolved AND Location in cascadeOption(10303) AND Labels != "your label" ORDER BY "Time to resolution" ASC

replace "your label" with your actual label. If that doesn't exclude the issues, please share your exact query.

[Jack Brickey]

Be careful with labels is empty. If anyone adds a label to any issue it will get excluded. Also, Keep in mind that you should not use spaces in any label sense. If you insert the space between two words, two words will be considered too independent labels. Instead use a dash, underline, or other character. Hence my choice of the "-" in my example.

[Brandon E]

using the syntax above:

resolution = Unresolved AND Location in cascadeOption(10303) AND Labels != on-going ORDER BY "Time to resolution" ASC

results with an empty queue

What did work for me was:

resolution = Unresolved AND labels is EMPTY AND Location in cascadeOption(10303) ORDER BY "Time to resolution" ASC

[Brandon E]

I agree with your point about the labels empty syntax, but that seems to be the only way to get the on-going labels to no appear and leave my existing tickets in the queue

and thank you for all this help!

[Jack Brickey]

it should not be the case that using "!=" does not work. It does for me. Ah...use this...

resolution = Unresolved AND Location in cascadeOption(10303) AND (Labels != "your label" OR labels is empty) ORDER BY "Time to resolution" ASC

[Brandon E]

That seems to work as well! but I feel that may give me the same result as resolution = Unresolved AND labels is EMPTY AND Location in cascadeOption(10303) ORDER BY "Time to resolution" ASC and leave me vulnerable to tickets with a label.. possibly?

[Jack Brickey]

No, and I will explain by example...

Let's say you have three issues with labels as follows.

abc-001 with no labels 

abc-002 with labels: label1, label2

abc-003 with labels: label2

now let's say that you wish to exclude label1 issues from your query

resolution = Unresolved AND labels is EMPTY would return only abc–001

resolution = Unresolved AND (labels != label1 OR labels is EMPTY) would return abc–001 and abc-003 which would be your desired results.