How to write complex queries for Queue management? Service Manager removes my brackets

[Nirav Patel]

Hello,

For Jira Service Manager:

I need to edit Queue to show certain request types only after they are approved, but the other request types should appear in the queue regardless of status.

I am writing the following query but when I save it, Service Manager removes brackets and I am not getting desired results:

(resolution = Unresolved AND assignee is EMPTY AND "Team" = GIT) OR (resolution = Unresolved AND assignee is EMPTY AND "Request Type" in ("Owner Update (PRJ)", "Status Update (PRJ)", "Maintenance (PRJ)", "Attribute Update (PRJ)", "Password Update (PRJ)") AND status != "Waiting for approval")

Is there a way to write the query? If there's any documentation, please help with the link.

What I am trying to get is that any ticket with Team = GIT should appear under this ticket. Above mentioned request types also have Team = GIT but they should not appear if they are waiting for approval. Once they are approved, it should fall into the Queue.

Thank you!

[Marc - Devoteam]

Hi @Nirav Patel 

Try this:

("Team" = GIT OR ("Request Type" in ("Owner Update (PRJ)", "Status Update (PRJ)", "Maintenance (PRJ)", "Attribute Update (PRJ)", "Password Update (PRJ)") AND status != "Waiting for approval")) and (resolution = Unresolved and assignee is EMPTY)

Are the results correct?

Otherwise save it as a filter and in the ques use the JQL, filter = <name of the> filter

[Nirav Patel]

It didn't work as it takes OR condition and displays issues with "waiting for approval" status as well.  The Team field is the same for the mentioned request as well as others.

But I found a workaround. I removed the Team field value from these Request Types and created an automation to assign it at later stage - once they are no longer in "Waiting for approval" stage.