How to create a filter to find tickets that have been transferred TO or FROM my team?

[Bhanuprakash N]

I'm trying to use the CHANGED property to find tickets that have been transferred from 1 queue to another, and I'm receiving this error.

Ima using this jql :

project = "RP" AND created >= -30d AND "Scrum Team[Dropdown]" was A-Team BEFORE now() and "Scrum Team[Dropdown]" != A-Team

facing error, I don't know exactly what happened.

Error : hitory seachers do not support the scrum team drop down field 

[Walter Buggenhout]

Hi @Bhanuprakash N,

It is exactly as the error mentions: history search on your Team custom field is not possible.

History searches are what you are trying to do when you use the WAS statement in JQL to look into changed values of fields. Unfortunately, you can only use that type of search on a limited number of fields. Your Team custom field is not one of them. Hence the error.

You won't be able to do this with native Jira functionality.

Hope this helps! 

[Bhanuprakash N]

Hi @Walter Buggenhout 

How to create a filter to find tickets that have been transferred TO or FROM my team?

Could you please help me with this JQL issue? If you know the solution, I would greatly appreciate it. It would be very helpful to me.

Thanks

Bhanu

[Walter Buggenhout]

Well, simply put: what you are trying to do (and the way you are currently trying to do it) is not possible.

So take a step back first and tell me what problem you are trying to solve here. Why does it matter where tickets came from to you / your team? In the same way: if you hand over tickets to another team, why does it matter that they came from your team? If it was technically possible to build such a query, what do you plan to do with the result?

There may be other ways to find a (better) workaround, but it is important to understand what your underlying goal is here.

[Bhanuprakash N]

Hi

Thanks for the update.

We have a user requirement to view tickets currently assigned to their team, with the following details:

Which team originally raised the ticket

Which team it's being transferred to

The current team working on the ticket after it's left their team

All the teams the ticket has passed through

The team that resolved or closed the issue

They want to track the full journey of each ticket across multiple teams.

Can this be done using Jira’s native functionality? If not, what are the alternative options?

Thanks,
Bhanu

[Walter Buggenhout]

It is perfectly possible to track the full journey of an individual ticket, since every change on a ticket is recorded. You can see it if you look at the history tab at the bottom of the ticket's detail view. This is pure out of the box Jira functionality, so nothing special there.

Obviously, that is interesting if you run into trouble with a specific, individual ticket and want to track down where it has been and who can tell you more about why it has gone wrong somewhere.

It is something different than trying to create reports across multiple tickets. I dare question the usefulness of such a report in the first place, since I cannot think of a very good reason why it would improve your business.

Still, if you absolutely need/want to create this type of visibility, yes you can do so with native Jira functionality. All you would need to do is create several team custom fields representing the different teams working across the team lifecycle, such as:

• originating team
• owning team (the team currently working on the ticket)
• previous owning team (the team that worked on the ticket last before handing over the ticket to the current owning team)
• collaborating teams (multi-select, where you can select every team that works across the entire ticket lifecycle)
• resolver team (the team that actually resolves the ticket)

With automation rules you can then update the corresponding fields to mark every team involved at the right point in the process, allowing you to search across the different fields to answer the questions you are referring to. Even though it is possible, look at the complexity this creates and ask yourself if it is really making any sense to implement this vs what benefits it might bring.

As an alternative (not using standard Jira functionality), you might want to look at BI reporting tools you can plug into Jira to search across the ticket history. There are connectors available to bring your Jira data into PowerBI or Tableau, or you could have a look at EazyBI if you don't have a BI reporting solution at your organisation yet.