How do i create a queue in service desk based on the form it was entered on

So i have two forms going into one service desk, one for each specific division.

I would like to create a filter (queue) of the service desk tickets showing how many have been entered by form A and how manyhave been entered in form B.

I thought i might be able to do this using the groups field which you add when creating the form but this does not seem to be a filter option.

Advice please smile

Regards

Joe

2 answers

Hey, hi Joe! 

I think you can achieve this if your forms are using different issue types. Just create a filter using that field and you should be all set. smile

Let us know if this helps!

Cheers!

Sadly they could have the same issues, is there a way to do it by input form? or is there a way to auto label the requests as they come in so i can filter on them?

How about this.

Add a required field (let's say FormType) to the field configuration used by your service desk project.

Then, in the service desk settings, edit the fields for each request type, and add the new FormType field as a hidden field, and give the field a preset value.  The value could be (using your example) A or B.

Then, you can create a queue filter that filters off the field FormType.

The field won't be visible in the Customer Portal.

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

3,316 views 14 20
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot