How to redirect tickets in service desk.


So currently the bug/faults tickets once raised all go to a triage que but i am trying to add a new field in the bug/fault issue type so they all get redirected to a different que. Why? 


How do i control what tickets end up in which que? 


1 answer

1 vote
Alexey Matveev Community Champion Dec 11, 2017


When you add a queue to Jira Service desk you provide a JQL query which selects issues which will be selected by the queue. Check the JQL query for the queue where you want your issues to be and fill the correct fields for the issues.

Oh thanks so much for your reply. But where can i see the JQL query?

Alexey Matveev Community Champion Dec 11, 2017

Go to the project queue and there must be the Edit queue button.  Click it and you will be able to see the JQL query. You need to be a project administrator to be able to see the button. Kindly read more here

Thank you so much. So kind. 

Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Julia Dillon
Posted Tuesday in Jira

Tell us how your team runs on Jira!

Hey Atlassian Community! Today we are launching a bunch of customer stories about the amazing work teams, like Dropbox and Twilio, are doing with Jira. You can check out the stories here. The thi...

139 views 1 17
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