Why are Problems not showing on dedicated queues?

[Mariano Gedisman]

Hello everyone! I have a few problem issue types created, however, they don't show on the 'problems' section on Jira Service Project. See below:

[Trudy Claspill · Accepted solution]

Hello @Mariano Gedisman 

When you create a custom queue you have to define a filter for it. Please show us the filter for this queue.

[Mariano Gedisman]

Hello @Trudy Claspill ! Thanks for your reply. Can you explain a bit more about your statement?

I did not create anything though; the "open problems" queue was there since project creation, seems to be a out of the box feature from Jira.

I was actually under the impression that Jira would understand this queue should show problem type tickets.

I kind of remember creating a Service Desk project, and jira asking me to relate an issue type with these "special" queues.

When you go to edit the queue for the "open problems" section, you see it like this:

My question being, What is this section for? What's the difference with me creating an Open problems queue myself?

I feel like I'm missing something, and I hope it's not a cool feature!

Thanks again for your interest in helping me.!

[Trudy Claspill]

Yes, you are correct. I had not worked with that project template before, and did not know about Ticket Categories.

https://support.atlassian.com/jira-service-management-cloud/docs/manage-your-request-types-and-ticket-categories/

I set up a test project and created issues in it of the Issue Type that is be default part of the "Problems" category, and the issues did show up in my Queue. I was not able to recreate the scenario you see where the issues are not in the queue.

Did you create additional issue types in this project?

Were the issues created through the customer portal? If not, through what process were they created?

[Mariano Gedisman]

Hi again @Trudy Claspill thanks for replying!

1. I did add "Task" and "Subtask" issue types, as shown here:
   
2.  The issues where created actually through a Zabbix webhook alert, however if I created manually from the "Create" button, it doesn't work. 
   Same if I create it from the User Portal. No luck.

Would really love to learn how to fix this without having to undo the whole project itself. If this happens on production I would guess it'd be a massive headache 🤕

[Trudy Claspill]

Sorry for the delay in responding.

My suspicion is the system is not finding a "Ticket Category" value for the issues, but I have not seen that as an available field to display on the screen nor to add to the output columns in List View of the Issue Search screen.

I'm stumped. I recommend you contact Atlassian Support and open a support case.

[Mariano Gedisman]

Hey @Trudy Claspill ! No need to apologise.  I’m actually quite grateful you took the time to reply :-)

What’s the best link to open a ticket with Atlassian support? When I Google it, I always end up in different places.  

[Trudy Claspill]

I pull down Products from the top of this page and click on Technical Support.

At the bottom of the Atlassian Support page is a Contact Support button.

[Mariano Gedisman]

Thank you again @Trudy Claspill !

[Jose Suarez]

sorry guys, I facing the same issue, any update about this point? 

[Trudy Claspill]

@Jose Suarez 

As I recommended to the original poster, I recommend you have your Jira Administrators open a support case with Atlassian Support to investigate the issue.