Does anyone know how to create a queue without the filters being set?

[Shaun Morgan]

Does anyone know how to create a queue without the filters being set?

Just to give a bit of context this is for a test migration from another iTSM tool and I want to be able to see the migration tickets in Jira, apparently I need to set up a queue without filters set, but unsure how to do that?

[Dirk Ronsmans]

Hi @Shaun Morgan ,

That seems a bit counter intuitive.

A queue in itself is a filtered list of issues. If you however need a queue that shows all? then you might just put an empty filter and it will show all.

You don't need a specific filter set (as a saved filter), this filter on the queue will just be build dynamic. Does this make sense to you?

[Shaun Morgan]

Yes I get you, however saving a blank filter still doesn't allow me to see the tickets must be something else I need to do. I will let you know once I work it out.

[Dirk Ronsmans]

Do you get errors or just not seeing what you want to see? 

Feel free to elaborate and maybe throw in some screenshots.. happy to take a look!

[Shaun Morgan]

So as I said, this is a migration from freshservice so not your traditional query. I just expect to see the migrated tickets and I don't have any errors as such but will be speaking to a migration expert shortly so will let you know the outcome.

[Shaun Morgan]

Ok I've got one step further I can now see that the tickets have been migrated and when i check in the main search bar I can see one of the tickets, however when I'm in my project they don't show up in a queue. See screenshot for the ticket I found in the search bar. The status of the ticket is closed however when I filter for closed tickets in my queue nothing shows as per the second screenshot.

[Dirk Ronsmans]

I'm not seeing any screenshot here.. could you post one of the queue that is empty and one of the filter that does show some/one?

Are they maybe in a different project?

Also are you using the JSM ticket categories or just regular queues?

[Dirk Ronsmans]

Ok, so the ticket is there. Don't see anything special about it to be honest..

Could you screenshot the queue?

[Shaun Morgan]

yes just attached the queue, just regular queue.

[Dirk Ronsmans]

Ah yes, as you can see in your own screenshot the queue is prefiltered on the project and the Ticket Category = Service Requests.

This Ticket Category is something new with JSM and will be empty with your migrated issues. (if I remember correctly they are only filled when created through the portal).

So you need to not click on the Service Requests queue first but instead go to Queues (the top one in your first screenshot) and enter your filter there.

[Shaun Morgan]

You are an absolute legend Dirk it works now, I just need to create a queue for closed tickets and like you said not in the service requests section. Screenshot below showing tickets.

[Dirk Ronsmans]

Those new Ticket Categories (introduced with JSM) take some getting used to :)