Specific unassigned queue needed with very close, but slightly different criteria
Asked by Alyssa Hill:

I need to create 2 unique 'unassigned' queues.

1 that captures all unassigned tickets and a 2nd, that captures all unassigned tickets that meet a *summary* or *description* criteria.

For example:

Any ticket that has a summary or description that includes '**VCTSI'** within any string of text, needs to be assigned to the 'FDA unassigned' queue.

ex) ![Screen Shot 2024-05-28 at 3.05.41 PM.png](/t5/image/serverpage/image-id/326448i2066722C5BE0C0A2/image-dimensions/533x229?v=v2 "Screen Shot 2024-05-28 at 3.05.41 PM.png")

If a ticket does not have '**VTCTSI** ' that it should go to standard *unassigned*.

I'm running into an issue here where if I include**!\~ "VCTSI"** in the standard unassigned queue then none of the regular tickets appear here and get lost.

Is it possible to differentiate with such close criteria between the two?

Many 'standard' unassigned cases will include "**CTSI**" in the description or summary and JQL doesn't seem to be able to differentiate.

ex) Standard unassigned ticket

![Screen Shot 2024-05-28 at 3.31.04 PM.png](/t5/image/serverpage/image-id/326455i9AF9340C4A1697DF/image-dimensions/510x386?v=v2 "Screen Shot 2024-05-28 at 3.31.04 PM.png")

Any ideas?

Thank you!


Answers:
author: Duc Thang TRAN
body: Hello [@Alyssa Hill](/t5/user/viewprofilepage/user-id/5200126)

I think I understand the problem. If you looking searching with an exact match because "CTSI" is included in the string "VCTSI".

Try with this one :

summary \~"\\"VTCTSI\\"" and assignee is empty for FDA unassigned

and summary !\~"\\"VTCTSI\\"" and assignee is empty for normal unassigned


author: Benjamin
body: Hi [@Alyssa Hill](/t5/user/viewprofilepage/user-id/5200126) ,

The filtering should work with \~! for summary or description. Would double check the entire filter.

Filter should be something along the lines of assignee = unassigned and summary !\~ VCTSI

comments: author: Alyssa Hill
body: HI Benjamin,

Unfortunately it does not work. When 'standard unassigned' has the logic you mention AND 'fda unassigned' has the inverse logic, all tickets now land in the FDA queue.

It is pulling in tickets that contain 'CTSI' in addition to 'VCTSI'. I need them to be distinct, but am not having luck.


author: Benjamin
body: Strange. Just tried to run the text search with the summary and the JQL seems to pull the right tickets.

Hopefully, [@Duc Thang TRAN](/t5/user/viewprofilepage/user-id/5371199) suggestion helps resolve the issue you are facing.


author: Alyssa Hill
body: [@Benjamin](/t5/user/viewprofilepage/user-id/3275402) [@Duc Thang TRAN](/t5/user/viewprofilepage/user-id/5371199) sorry I must be missing something.

Here is a unassigned ticket, this one uses description and is not recognized:

ticket: currently sitting in unassigned, what i add the is not logic, the ticket still sits here:

![Screen Shot 2024-05-29 at 9.52.51 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/326710iFD213DEF1D68DF74/image-size/large?v=v2&px=999 "Screen Shot 2024-05-29 at 9.52.51 AM.png")

**FDA, unassigned queue empty:**

Here's what i've tried:

* resolution = Unresolved AND assignee = EMPTY AND description \~ VCTSI
* resolution = Unresolved AND assignee = EMPTY AND description \~"\\"VTCTSI\\""

The expected ticket does not pull in:

![Screen Shot 2024-05-29 at 9.52.03 AM.png](https://community.atlassian.com/t5/image/serverpage/image-id/326711i415C693B311BB638/image-size/large?v=v2&px=999 "Screen Shot 2024-05-29 at 9.52.03 AM.png")


author: Duc Thang TRAN
body: Hello [@Alyssa Hill](/t5/user/viewprofilepage/user-id/5200126)

For me :

queue Unassigned : description !\~"\\"VTCTSI\\""

JQL are looking for an not exact match for VTCTSI, but on this screen, it means VTCSI, so JQL is working as expected.

For the FDA queue, you don't see any tickets. Can you show me a ticket that has a description with an exact match so I can understand what might be wrong?

best


author: Duc Thang TRAN
body: [@Alyssa Hill](/t5/user/viewprofilepage/user-id/5200126) Oh i see, it me typing a wrong word "**VTCTSI**", try with this one :

FDA queue

description \~"\\"VCTSI\\""


author: Alyssa Hill
body: [@Duc Thang TRAN](/t5/user/viewprofilepage/user-id/5371199) I tried manually typing it in earlier to correct the typo but it still doesn't work.

Yes, example re-Attached below:

queue setup: ![Screen Shot 2024-05-29 at 2.56.48 PM.png](https://community.atlassian.com/t5/image/serverpage/image-id/326777iA9C29F258A50F116/image-size/large?v=v2&px=999 "Screen Shot 2024-05-29 at 2.56.48 PM.png")

Ticket that is only landing in standard unassigned, and should land in the above, but is not recognized


author: Duc Thang TRAN
body: [@Alyssa Hill](/t5/user/viewprofilepage/user-id/5200126)

I can suggest you this jql for FDA queue :  
let me know if this resolved your need :

description \~ "VCTSI\*"


author: Alyssa Hill
body: HI [@Duc Thang TRAN](/t5/user/viewprofilepage/user-id/5371199) that does work to pull into the FDA queue, but the same problem persists in the fact that the inverse of that logic does **not** exclude it from the *standard* unassigned queue.


author: Duc Thang TRAN
body: Hello [@Alyssa Hill](/t5/user/viewprofilepage/user-id/5200126)

First, I suggested you to blur the name of **Reporter** in your screenshot. We are on the internet, you never know.  
For me, the error not comes from the syntax but the operator "OR"   
So your ticket RC-22886 probably does not have a description that contains "VCTSI"  
I am sure that if you remove the summary \~! VCTSI part, this ticket will no longer appear in your feed.  
So, I suggest you to refine the query.


author: Alyssa Hill
body: Thank you for the reminder!

I see, ok, I will modify our processes to ensure only one or the other always has the VCTSI condition to meet our needs.

I can confirm the queues work as desired, as long as there is not OR logic included. Thank you for your patience and help here!! [@Duc Thang TRAN](/t5/user/viewprofilepage/user-id/5371199)


author: Duc Thang TRAN
body: Hello [@Alyssa Hill](/t5/user/viewprofilepage/user-id/5200126)

I'm happy that your problem is resolved

and if it helped you, you can mark my answer as accepted.


Tags: cloud

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