Reorder issues in Service Management

[Daniel Porter]

Hello,

Is there a way to reorder your list of issues? Looking for a way to prioritise the order the work is completed in...

Cheers Dan

[Trudy Claspill]

Hello @Daniel Porter 

Welcome to the Atlassian community!

Which screen are you viewing?

If you are looking at a Queue (as an agent) the filter backing that queue can be changed to modify how the issues are ordered.

Click on the ... in the upper right about the issue list for that queue and select Edit Queue.

That will take you to the screen where you can edit the queue's filter and the columns/fields that display in that queue for each issue.

[Daniel Porter]

Hi @Trudy Claspill

Thanks for your welcome message and reply!

Yes when looking at a project queue as an agent, I was hoping I could find an easy way to reorder the list to make it the order the work needs completing in.

I have priority as a column and this is working to order them into their groups. But can I go a step further and assign the exact order?

Cheers Daniel

[Trudy Claspill]

Hello @Daniel Porter 

Do you have only the Jira Service Management product on your site, or do you also have the Jira Software product?

An option I'm thinking of for ordering the issues more precisely involves using an agile board (i.e. Kanban) to order the issues. This sets a Rank value for the issues which can be used in the the ORDER BY clause. With a Kanban board you can see the list of issues and drag-and-drop the items within the list to re-order them. The Rank field is a hash code set by Jira to keep track of the ordering of the issues. If you used that method, then you could set your Queue to show issues ordered by Rank.

I'm not sure if agile boards are available if you have only Jira Service Management. I've never worked on a Jira system that had only Jira Service Management.

You could check if boards are an available feature by clicking in the Search field near your avatar and checking if there is a Boards button at the bottom of the pop-up.

Within the Service Management Queue display it doesn't appear that there is any drag and drop option for re-ordering, even if you do have the queue sorting issues by Rank.

If you don't have access to the agile boards feature, the other option I can think of is to add a custom field of your own where you could assign an ordering value to each issue, and then sort by that custom field.