Help shape the future of Queues & Views – join our research and get rewarded!

[#1]

Hi Community,

Last month, we launched the new list view in Views for Jira Service Management and we hope you’ve been finding it valuable in your day-to-day work!

As we refine using different work views, we aim to make Queues and Views more effective for you and your teams.

We need your help!
We’re looking for users to participate in a research study to share your feedback and insights on how you use Queues and Views. Your input will directly influence the future direction of these features.

What’s involved?

• Join a remote research session for 45 - 60 minutes with our product and design team

• Share your experiences on workflows related to Queues and Views in Jira Service Management

Book in a time now to talk with us!

As appreciation for your time, all interview participants will receive a $100 USD gift voucher.

I hope to connect with you soon.

Thanks,

Gemma Aldrich
Product Manager, Jira Service Management

[Mathew Lederman]

Would love to participate as my organization uses JSM HEAVILY to support our entire IT Service Desk for 12k users. Unfortunately Queues and Views don't work for us as there is no support for MyGroups or MyTeams as is required for a service desk of more than 500 agents. This worked in Datacenter thanks to ScriptRunner but in Cloud the functionality leaves much to be desired.

Unfortunately the group is full even though this was posted <24 hrs ago. 

[Gemma]

Hi @Mathew Lederman thanks for your feedback here. The study has been run on first in basis when participants match our request. I appreciate your eagerness here.

When you say Queues and Views don't work, could you elaborate? Have you raised a JAC ticket for support to investigate? I'd be happy to assist with getting to the bottom of a support issue.

Thanks,

Gemma

[Mathew Lederman]

@Gemma put simply, we need support for MyTeams or MyGroups to find tickets where any team or group I belong to is associated with a request. Like any enterrpsie level service desk we assign requests to groups of users, not an indiviaual. Without any support for finding all tickets where any group that I'm in is assigned, queues simply don't work. We've been forced to build unique filters and dashboards for all 200 groups that support our constantly changing enterprise service desk. This is more a JQL issue than but we feel the most pain in the inability to use queues.