Created tickets dont appear in queue

[Jasper Hovenga]

When a customer creates a ticket via the portal, they don't appear in the "incidentmanager" queue, even when we refresh the page.

Afer a while, the ticket does appear, but the SLA is allready breached, as if the timer did start directly after creation of the ticket.

Because of this lag / delay, we breache the SLA a lot. 

Does somebody know how the delay arises and how we can avoid the SLA breaches?

[Marc - Devoteam]

Hi @Jasper Hovenga 

What type of. request s raised and what is the queue's filter set to.

Could there be a mismatch

Are there any automation rules running on issue created, may they change options so that the issue will appear in the queue?

Do those automations take up a certain amount of time, if so overlook the automation and see how to improve, or split the automations

[Jasper Hovenga]

All issuetypes that we use (change, servicerequest and incident). The queue is the incidentmanager, so where all new tickets will appear before a agent takes it in to progress. 

There are no automations up on creating a ticket.

[Jasper Hovenga]

For the record: sometimes the ticket appears immediately, but sometimes not. 

[Mohamed Benziane]

Hi,

Can you check the jql for the queue and make sure that the created issue match this jql

[Jasper Hovenga]

Yes they do. All new tickets appear in the incidentmanager queue, but sometimes there is a lag and new tickets appear hours after creation.