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How to add a new queue below Service requests, Incidents, Problems and Change

I am trying to create a new queue for my sales requests coming in JSM. However, by default they get added to Service requests. I tried adding a new queue but the queue gets added to Service requests only.


I want to add a new tab/queue below below Service requests, Incidents, Problems and Change.


Is it possible?

2 answers

0 votes
Liron Atlassian Team Jan 20, 2021

Hi Atul ! 

The ITSM project template works slightly differently to other JSM templates. Requests that come in get automatically filtered to a particular ITSM practice type (i.e. service request / incident / change or problem) depending on the request type and its mapping . You can create a new request type and map it to whichever ITSM practice/category you need from project settings > request types.


does this help? 



0 votes
John Funk Community Leader Jan 20, 2021

Hi Atul - Welcome to the Atlassian Community!

So, is the problem that you do not want the sales requests to come in as the Service Request issue type? 

If so, you need to create another Request Type and attach it to a different Issue Type. 

Hi John and Thank you :)

I am able to create requests type, however they are mapped with one of the 4 ITSM categories. I want to create a Sales category of my own and then map sales enquiries coming in to this category.

Hope this explains.

John Funk Community Leader Jan 22, 2021

Then you would need to edit the Issue Type Scheme associated with the Project to add a Sales issue type. 

Like Liron likes this

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