Requests don't appear in queue

[Anne Bihouee]

Hi,

I need help about service desk.

My customer send a request by the portal. I receive all notifications. My channel slack too.

But I can't see this request in the project queue. The issue is correctly created. And the issue is linked to a request type. All my screens have the 'linked issue' field.

Thanks a lot, Anne

[Michael Kuhl {Appfire} · Accepted solution]

Hi @Anne Bihouee - Check the filter on the queue.  It may be configured to only show certain issues that don't include the issues for which you are notified.  Feel free to post the filter JQL here if it's not obvious why it doesn't work as expected.

[Anne Bihouee]

Hi Michael

thanks a lot for your answer. Where could I check the filter for the queue ? When I click on "new queue" i could see the list of requests. 

But they don't appear in the queue view as you can see in the 2nd screenshot

best, Anne

[Michael Kuhl {Appfire}]

Rather than creating a new queue: Instead edit the existing queues and inspect the filter for those queues.  Here are instructions from Atlassian documentation:

You can edit existing queues by selecting the queue you wish to configure and selecting Edit queue in the top right corner. You can edit the queue name, the issues shown, the columns, and column order. Note that you will see a live preview of the updated issues that appear in this queue as you configure it. 

[Anne Bihouee]

Super ! thanks a lot for your help. I didn't see this edit option.

best regards, Anne