create new queue

[Deleted user]

Hi, I would like to create a new queue for issues/tickets that the reporters respond to, meaning commented the issue/ticket. The ticket status will be Waiting for Support.

The reason is that I want to see (in a dedicated queue) when reporters commented their issues.

Do you think it's possible?

Thanks

[Callum Carlile _Automation Consultants_]

Hi @[deleted],

You will need to set up an automation rule that automatically transitions the issue to a status Waiting for Support when the reporter (I assume the customer via the customer portal?) adds a comment. You would then set up a queue based on issues within that status, rather than the action of the reporter adding a comment

[Deleted user]

Thanks Callum. I'm not sure this works for me, I explain:

All issues created on the portal appear in JSD queue "All Open" ant the status i "Waiting for Support" as we haven't traited theses issues yet.

Let's say that we have 100 issues in this queue.

If I reply the reporters for 10 issues, the status will be "Waiting for Customers".

Then the reporters comment theses issues and the satus will be again "Waitning for support". The issues are still in the queue "All open".

If I want to know if some reporters answered my questions, I have to search in the All Open queue (remember we have 100 issues there).

I would prefer that the commented issues are visible in a dedicated queue as well to be able to treat them first.

[Callum Carlile _Automation Consultants_]

@[deleted] You can make as many queues as you want with whatever JQL filter you want, so you should be able to create a separate queue with the jql filter of

project = abc AND status = "waiting for support"

so you won't need to search through all of your 100 issues within the all open queue, this queue should just have the 10 issues that have comments on by the reporter.

I hope this helps, and that I haven't misunderstood your problem

[Deleted user]

Callum, the fact is that all created issues (from the portal) have the status Waiting for Support. So just the filter "Waiting for support" is not enough for the queue I want to create. The jql filter should be:

status = waiting for support and something like "reporter commented the issue"

This is this second part of the jql filter I don't know how it should be formulated.

I have 100 Waiting for support issues. I answer the reporters for 10 of them.

Now I have only 90 issues Waiting for support. But when the 10 reporters comment their issues, the issues "come back" with the status Waiting for support.

I have now 100 issues again waiting for support and I'm not able to see quickly which have been commented.

Do you understand my problem? :)

[Mike Bowen]

Hi @[deleted] 

Not to throw an extra cog in the wheel of confusion, bear in mind not every comment on a request transitions to WAITING FOR CUSTOMER or WAITING FOR SUPPORT. It completely depends on your Workflow. 

A request can be IN PROGRESS and an agent or reporter comments and the request stays IN PROGRESS. 

Also bear in mind if you have set up organisations, that the reporters colleagues could comment. Are you having a queue for that as well? 

Too many rules especially on comments can get very messy. Keep it simple. Even if you have 100 requests in a queue, by creating new queues, one can filter down this number to a much manageable queue. 

-Mike

[Deleted user]

Hi Mike,

We try to keep all simple. We only have one organization and we don't change the workfloews after we installed JSD. It seems that our workfow is set in a way that all new created issue get the Waiting for support status until we treat them. But he solution might be to change the workflows, soemthing we are not confortable with (yet :) )

[Callum Carlile _Automation Consultants_]

@[deleted] I understand the problem now yes, thanks for explaining further :)

I think that you will need to add another status where the issues will get transitioned to after a comment by the reporter, other than back to Waiting for Support. This is the only way I can think of distinguishing between the issues that have just been made, and the issue that actually have been commented on by the reporter.

In the past, I have implemented workflows where the very first status is something like New or To Do (which would only be in this status once, until acted on) and then the waiting for support status is only used when the reporter has commented and it is waiting for action by the support team. As there is no way of filtering the action of 'reporter has commented', you will need to think of something that will make these issues isolated, so at least one thing must be different to other issues you don't want to search for - I think in this case, the best way would be an additional status, with an automation rule that transitions the issue when a reporter has commented

[Deleted user]

Thanks Callum, what you suggest makes sense. I just have to try to put that in place now.

Thanks a lot to all of you who helped me understand a little bit better

[Callum Carlile _Automation Consultants_]

No worries christian! Please feel free to mark the answer as accepted, so if other users have the same question then it might help them out if they can see that this thread has a solution :)

[Deleted user]

I did it :)

[Mike Bowen]

Hi @[deleted] 

I hear you.

Here is the solution. 

You'll need Automation for Jira (Server Lite) - it is free, I suggest you download if you can to play around with the rules. There is a limitation on the number of rules that can be run per month, but as is everything in this world if you want it - you pay for it. 

Solution Part 1:

When: Issue Commented

If: matches (Reporter is in ORG AND Status is one of WAITING FOR SUPPORT

Then: Edit a field. (I used the field 'Urgency' and set it to Critical).

Solution Part 2: 

Create a new queue and the JQL is the following: 

status in ("Waiting for support") AND Urgency = Critical

That is it! It works like a charm across all organizations if the criteria is met. 

-Mike

[Deleted user]

Thanks MIke,

I think I will try first Callums suggestion. :)