ORDER BY with Service Desk

[Julie Rose]

I want to set up the assignee with individual queues.
The queue is then sorted by a set priority.

issue Type and then priority.

For example:

Issue type incident priority Major

and then issue type Service Request priority Major

and issue type incident priority Medium

and then issue type Service Request priority Medium

What I want to achieve is 

Issue type Incident first with a priority over service request with the same priority.

Wondered if there was a way to achieve this - thank you

[Rodrigo B.]

Hi @Julie Rose,

Complementing Alexey's reply, you can use a JQL similar to this:

assignee = currentUser() AND resolution = Unresolved ORDER BY Priority DESC, issuetype ASC

Of course we recommend that you make the proper changes to suit your agents.

Kind regards,

Rodrigo Becker
Atlassian Cloud Support

[Julie Rose]

Hi Rodrigo

Thanks for the reply.

The problem I have is that I need the Incident to be first for Blocker, then Service Request for Blocker, then Incident for Major and then Service Request for Major. 

Any thoughts?

Thank you

[Julie Rose]

Hi Rodrigo

assignee = currentUser() AND resolution = Unresolved ORDER BY Priority DESC, issuetype ASC

This worked to an extent, but the problem I have is the order of the issuetype is not in alphabetical order.
The issue type order I would like displayed as priority is:
_Major Incident
Incident
Service Request
User Access
Project Based

Is there away to apply this as the order?

Thank you

[Rodrigo B.]

Hello @Julie Rose,

It's not possible to have such ordering using JQL, you would need an additional custom field with the weight of these requests with numeric values, for example, but it would add too much complexity to match which weight correspond to which issue type.

To simplify it and provide a solution to you, you can rename your issue types to start with a number, like this:

It will do the trick and not add any complexity to your project and users.

Keep us posted on your thoughts!

Rodrigo Becker

Atlassian Cloud Support

[Alexey Matveev]

Hello,

When you create a queue, you provide a JQL query. Upon entering your JQL query, you can switch to the Advanced mode and use the order by clause.

order by issuetype, priority

[Julie Rose]

Hi Alexey

Thanks for the reply.

The problem I have is that I need the Incident to be first for Blocker, then Service Request for Blocker, then Incident for Major and then Service Request for Major. 

Any thoughts?

Thank you

[Alexey Matveev]

If you add the order by issuetype, priority, what do you get? You can use asc and desc after each order by column. For example

order by issuetype desc, priority desc