Issue opening with E-mail request but not seen in queue, why?

[İsmail Özçelik]

When I send an e-mail to my service desk, issue opened and I get an e-mail about it. If I click to link inside e-mail, I can access to issue. However the issue not seen anywhere, not in any queue.

This also same for opening issue from portal.

[Brant Schroeder]

The queue will only show what is specified in the filter/queue.  Please check the queue and see if you are possibly filtering out the new issues by specifying a issue type or request type, status, etc.

[İsmail Özçelik]

There is no filter. I create new one but still same.

[Brant Schroeder]

Can you share a screen shot of an issue and the queue?

[İsmail Özçelik]

I found the problem. Status category effect this. If I remove all categories, it is working but if I select category not working even category is true.

[Brant Schroeder]

Can you use status instead of status category and see if this makes a difference.

[Brant Schroeder]

Can you also share a full view of the queues JQL or filter?  I would like to look and make sure that there is not a conflict.

[İsmail Özçelik]

I add basic and jql queries. I use custom status in Jira (not service desk), so I want to use same statuses here. I think there is a bug. I am not sure but may be Turkish chars effect this.

[İsmail Özçelik]

In next gen service desk, I know only one place to change status category. It is inside workflow. Is there anywhere else to look?

[Brant Schroeder]

If you use Status instead of Status Category does that change anything?

[İsmail Özçelik]

If I use statuses, it is work. However I have multiple statuses for each status category. And it will nice if this work.

[Brant Schroeder]

I took a look at a couple of test instances that I have setup.  This seems to be a field that is populated and used by Next-Gen projects.  If your service desk is not next-gen then it looks like this is not available.  

[İsmail Özçelik]

I use next-gen project. 

[Brant Schroeder]

Please display status category in as one of the queues fields and let me know what is in it?

[İsmail Özçelik]

At previous images, I add status category and status image inside workflow. Any where else to get this status and status category?

[Brant Schroeder]

You are showing status.  Can you add Status category to the list of fields that is displayed.  Please just add it next to status in the columns.

[İsmail Özçelik]

I got the point. Why is that no category? How can I set a category? (In workflow, the Status shown in right category)

[Brant Schroeder]

Can you confirm you are in a next-gen project.  When you go to the project settings does it say next-gen in the lower left hand corner?

[İsmail Özçelik]

I am very sure. I am in next gen project. Because it is writing that You are in next-gen project. I mentioned that before. 

[İsmail Özçelik]

I think you do not believe me. So I add screenshot. 

[Brant Schroeder]

Thanks, how many request types do you have?  Is this happening on all of them?

[İsmail Özçelik]

I have 4 request types plus e-mail request type. Except one of them, all request types uses same workflow.

[Brant Schroeder]

Is the one that uses a different workflow the one that displays the status category?