How to set up automation for due and past issues so that they appear first in the queue?

[praktikant3]

For our issues we need to create an automation that would move the issues that are due today or that were due in the last 12 month to the first level of our queue.

I started creating an automation with the filter for the issues (project = "Project Name" AND due<=now() AND duedate >= startOfYear() ) and then set up a condition - status that issue should have, and then I got stuck.

So the questions are:

1. How do I write JQL filter that filters due from the last 12 month and not the beginning of the year?

2. I couldn't find the action that would put the tickets on the top of the queue (in our project it is set up as 1st level queue). How can I do that? Is it at all possible?

Best regards,
Katsiaryna

[Gaurav · Accepted solution]

Hello @praktikant3 

Please try the following:

1. For the JQL filter, use the condition as "project = "ITSM project" AND (due<=now() AND duedate >= startOfMonth(-12M))". This can be further customised to include the condition for Status as well.

project = "ITSM project" AND (due<=now() AND duedate >= startOfMonth(-12M)) AND status in ('To Do', Ín Progress')

2. Please try to use the 'ORDER BY' clause with an appropriate field which will place such issues on the top of the queue.

Please share if there are any further queries.

Kindly accept the answer if this helps resolve this.

[praktikant3]

Hello Gaurav,

thank you so much for the answer. I have another question though. If I set this filter in automation, so it is run every 4 hours, where will those issues appear?

[Gaurav]

Hello @praktikant3 

If the filter is set in Automation, then the actions defined would be performed for each of the issues which the filter returns.

[Trudy Claspill]

Can you provide more information on what you mean by a "1st level queue"? Are you working with a Service Management project?

[praktikant3]

Hello Trudy,

yes, this is a Service Management project.
We have queues set up that filter all issues by certain status or assignee.
And I need to set up an automation that would put issues in status X from certain period of time in this queue.

So far I set up the qutomation that will every 4 hours search for issues in status X from Y to Z period of time and will see where they will appear