Mastering Queues in Jira Service Management: Answers to the 9 Most Asked Questions

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Hello Atlassians! 👋

You have been sending us questions about our Queues for Jira Service Management app and today I’m here to answer them all. 

If you’ve been rummaging through the dreaded FAQ sections in the hunt for answers, we've got you covered.

Here’s the list of 9 questions we receive in some shape or form the most frequently and our best answers. Here we go 🚀

1. Is there a way to manage a lot of issues from different projects easily in Jira Service Management?

In Jira Service Management, handling a multitude of issues across diverse projects can sometimes become cumbersome. However, utilizing the Queues for Jira Service Management app, you can streamline this process. Queues allow you to categorize, prioritize, and centralize all issues, providing a consolidated view. This means that rather than sifting through disparate issues from various projects, you can have them all organized in one place. The customizability of Queues ensures that you can set criteria specific to your needs, making issue management more intuitive and efficient.

2. Is it possible with Jira to manage support in several countries?

With Queues for Jira Service Management app, you can manage support across multiple countries. All you need to do is set up cross-project queues tailored to specific criteria. This enables you to designate particular agent groups to specific queues, ensuring they only access tickets relevant to them. For example, while you might allocate all issues to a broad agent group, agents in individual countries would be restricted to addressing issues from their own nation, based on language, expertise, and other factors.

3. How does the queues feature built-in the Jira Service Management differ from the Queues for Jira Service Management add-on?

The "Queues for Jira Service Management" add-on enhances Jira Service Management's built-in queue functionality in several significant ways. The add-on offers advanced JQL filtering for cross-project queues and supports all project types, facilitating issue handling across multiple Customer Portals like B2C, B2B, and internal team requests. It also provides enhanced visibility controls, allowing queues to be visible to diverse user groups while enabling group-based permissions, ensuring team members only see relevant issues. Lastly, it allows for queue organization by grouping and hiding non-essential queues and giving users the flexibility to customize their queue displays.

4. Is it possible to make queues visible to all users?

Yes, using the Queues for Jira Service Management application, you can make queues visible to all users. By default, JSM only allows agents and admins to see them, but our plugin enhances that functionality.

With Queues for JSM app, you’re in control of who can access which queues. Based on different criteria, you can make them visible to all, restrict only chosen teams, or specific groups.

5. Can I import queues from another project and .json file?

Yes, in Queues for Jira Service Management application, you can import as many queues as you’d like from other projects (that includes importing native JSM queues without affecting the root ones). You can do that using a .json file or import directly from a Jira project.

6. How often do queues refresh?

Queues refresh at different rates depending if you have the browser tab open or hidden. The table below shows how often queues refresh:

7. Is there a limit of the queues number?

No, there's no limit to the number of queues you can create in the Queues for Jira Service Management app. However, as you configure more queues, it can impact the overall performance of the application and Jira due to increased refresh requests. For extensive configurations, we recommend organizing queues into expandable and collapsible folders for easier user navigation.

8. Can I rename the Deviniti queues link displayed on the project sidebar?

Using Cloud version, directly renaming the Deviniti queues link on the project sidebar isn't possible due to Jira Cloud's restrictions on customizing sidebar items. This limitation applies to third-party apps. However, you can use a workaround by adding a custom shortcut that redirects users to the same page. That way, you can customize the name displayed under the project and improve user experience.

9. Does Queues for Jira Service Management Cloud store any data?

The app stores the following types of End-User Data:

• App configuration data
• Account ID
• Content posted, received or shared in the app by end-users
• JQL query

Also, it processes the following types of End-User Data:

• Account ID
• IP address
• JQL query
• App configuration data
• Content posted, received or shared in the app by end-users
• User groups

We hope you learned something useful and got to know our killer app better. In any case, here’s a funny meme about FAQs:

If you have any other questions about Queues for JSM app or any of our plugins, please share them down below!