Tickets created from email are not appearing in the filter.

[Arief Ramadhan Heldian]

Hi Atlassian Community,

I would like to ask: I created the following filter to specifically filter tickets, but I am facing an issue where the filter does not display tickets created from email. It only shows tickets created from the customer portal and the service desk portal. What is the solution to make tickets created from email appear in the filter? here is the JQL query below

project = "Finance Helpdesk" AND "Customer Request Type" = "PAH commission settlement by hotel (FIN)" AND status in ("WAITING FOR SUPPORT", "WAITING FOR CUSTOMER") AND assignee in (712020:ed6e2d62-11a8-4b26-88c1-1e5d5aef689d, 62cd32efbd54f8d3ffb627ea) ORDER BY created DESC, status ASC

Thank you.

[Walter Buggenhout]

Hi @Arief Ramadhan Heldian,

If tickets created by email are not appearing in your filter's results, it must be because they are not meeting some of the criteria you specified. Your filter is quite restrictive:

• you only display tickets from the Finance Helpdesk project;
• you only display tickets with customer request type "PAH commission settlement by hotel (FIN)";
• you only display tickets with status Waiting for Support or Waiting for Customer;
• and you only display tickets assigned to 1 of 2 explicitly named people.

Have a look at a ticket generated from email and check what criteria are excluding them. 

Hope this helps!

[Joseph Chung Yin]

@Arief Ramadhan Heldian -

I agreed with @Walter Buggenhout pointed out.  You will need to check your filter query to ensure that when issue created from emails contained the criteria that you specified in your query.  One of the common issues with query is what is the initial WF status when an issue is created - often the initial issue WF status is "Open" and not "Waiting for Support".

I would simply access one of those issues and conduct your check.  

Hope this also helps.

Best, Joseph Chung Yin

[Cristian0791]

Hi @Arief Ramadhan Heldian 

Please try the JQL:

project = "Finance Helpdesk" AND "Customer Request Type" in ("PAH commission settlement by hotel (FIN)",Emailed request (FIN)") AND status in ("WAITING FOR SUPPORT", "WAITING FOR CUSTOMER")

[Umut Ekin AL]

Hello @Arief Ramadhan Heldian

Can you confirm emailed request type is that request type you already specify in jql?