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Create queues based on customer details

The features described in this article are only available on Premium and Enterprise plans. To use these features, turn on Customer service management on the Features page in Project settings.

You can create queues for different types of customers or organizations by using Jira Query Language (JQL). These queues can be used to show requests from customers based on their location, support tier and more.

You must be an admin to create a new queue.

To create a new queue based off customer or organisation details:

  1. From your service project, go to Queues.

  2. Select Manage queues from the navigation sidebar.

  3. Select Create new queue.

  4. Enter a name for your queue.

  5. In the Filter by section, select Switch to JQL to enter a JQL statement using the functions below.

  6. From the Columns section, update columns by dragging and dropping to the required location. This is the order the columns appear in your queue.

  7. Select Create.

Customer JQL functions

Syntax: customerDetail( )

Supported fields: Assignee, Reporter, Voter, Watcher, custom fields of type User

Supported operators: IN , NOT IN

Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED

Examples

  • Create a queue for all requests reported by customers in the APAC region:
    reporter in customerDetail("Region", "APAC")

  • Create a queue for all requests reported by customers who are not technical contacts
    reporter not in customerDetail("Role", "Technical Contact")

Organization JQL functions

Syntax: organizationDetail( )

Supported fields: Organizations

Supported operators: IN , NOT IN

Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED

Examples

  • Create a queue for all requests shared with organizations in the APAC region:
    organizations in organizationDetail("Region", "APAC")

  • Create a queue for all requests shared with organizations that are not in a platinum support level
    organizations not in organizationDetail("Support level", "Platinum")

  • Create a queue for all unresolved requests shared with organizations that joined on 2023-08-24 where the date is in YYYY-MM-DD format: resolution = Unresolved AND Organizations in organizationDetail("Joined on", "2023-08-24")

  • Consider a multi-select dropdown that can contain up to two values (option1 and option2 ). To create a queue for all the organizations where both values are present:

    resolution = Unresolved AND Organizations in organizationDetail("Options", "option1") AND Organizations in organizationDetail("Options", "option2")

 

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