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 votes
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 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 ...

2,804 views 11 18
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