Request Type Organization

[mike.diaz]

Hello - We have multiple people assigned to different request types for our customers.  I've created a queue for each team member which lists their open tickets across all request types (see image). I'd like to know if there's a way to organize by request type so my team knows how many of each type of request type they have on their plate.  The request type column does not filter currently.  I've tried creating specific queues for each request type but have hit the 50 queue limit.  

[Brant Schroeder · Accepted solution]

@mike.diaz 

I would suggest setting up your queues for the teams to work out of like you have.  For the analytical information / reporting on different request types I would suggest creating a dashboard.  The dashboard has gadgets that help layout the information you are after above in a clear and easy to understand fashion.  I would suggest taking a look at this.  https://support.atlassian.com/jira-software-cloud/docs/create-and-edit-dashboards/ Teams can also drill down and get back to issues from the dashboard so it can help teams and managers stay on top of issues.  

[mike.diaz]

Thanks Brant, the only issue we face is the 50 queue limit.  In this case we have 20 request types and 6 team members, so we'd be well over the threshold.  Is there a way around this limit? 

[Brant Schroeder]

@mike.diaz There is no way around the limit.  It seems a little odd that as a team member I would have to work out of 20 queues.  If you want to go that route you could always change the query to show only the issues assigned to each agent in each queue by changing the assignee to currentuser.  Then you would have 20 queues that would only show each agents issues to that agent.  I would suggest simplifying the queues and using dashboards to provide additional information.

[mike.diaz]

Thanks Brant - I think the bigger issue is that we're just looking for some way to filter and sort by request type when looking at our queues. I thought multiple queues would be a good workaround, but there may be something I'm missing.  

[Brant Schroeder]

You can use multiple queues but you will run out of them and too many queues become cumbersome for the agents, in my opinion.  The only way I see to get it to work is what I suggest above for queues.