🎁 JSM Advent Calendar - Day 3: Queues (The Naughty & Nice Lists)

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🤯 Organizing the Chaos

Welcome back to the Jira Service Management (JSM) Advent Calendar 🎅

We have our Front Door (Portal) and our Sorting System (Request Types). Now, we need to make sure our agents don't get buried in the snow.

The Scenario:

It’s two weeks before Christmas. The Workshop floor is buzzing. If the Head Elf has to dig through a pile of "Broken Hammer" reports just to find the urgent "Reindeer Flu Outbreak" report, Christmas is cancelled.

The Reality:

HR Generalists often suffer from "Inbox Blindness." When you have 500 open tickets mixed together, how do you know which one to pick? Using a "First-In-First-Out" strategy doesn't work when a payroll error is sitting behind a request for a new stapler.

The JSM Solution:

Queues. Don't just look at "All Open Tickets." In JSM, you can create custom views using JQL (Jira Query Language) to slice and dice the work.

• The "Payroll" Queue: Only shows tickets assigned to the Payroll team.

• The "Urgent" Queue: Only shows tickets flagged as High Priority.

• The "Stale" Queue: Shows tickets that haven't been touched in 5 days (don't let them freeze).

🎁 Tip of the Day:

Keep your "All Open" queue for managers, but train your team to work strictly out of their Specialized Queues. It reduces cognitive load and ensures the right Elf is working on the right toy at the right time. You can say "But let's remember about SLA!" - this is topic for another day... 😉

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❄️ Let’s chat: How does your team decide what to work on next? Is it "who screams the loudest," or do you have a structured prioritization system? Share your strategy below

[Shalini Kosuri]

Is it possible to create a queue using automation for each team in JSM that would list the open incidents of the services mapped to that team