Queues / views that are only visible to me

Question

Hello All.
Thank you for your help.
I am new to Jira, and I am looking for a couple of solutions.

1. My queues/views - available only for me:

In other systems, it was easy to set a view/queue which is the only visible for me. I have been using them to monitor the work of the agents, and I don't need everyone to see the queues, just me.
Something like:
Agent 1 'Open' tickets
Agent 1 Tickets that the Agent closed 'Today.'
Agent 2 'Open' tickets
Agent 2 Tickets that the Agent closed 'Today.'
.
.
I am not sure how to do that.

2. Reports:

Per period (month, week, custom), per component - how many tickets came in
Per period (month, week, custom), per component - average resolution time
Per period (month, week, custom), per Agent - how many tickets closed

3. The ability to make a call to a client within a ticket

4. Be able to have tickets 'pop' in the 'open' queue of the agents without changing the actual status in the workflow.

Another issue I found, that with elaborate workflows, when the reporter/participant makes a public comment, I need to rely on notifications to see that, since the only way to move from one queue to another is a change of status (which can be achieved via automation). I found it very complicated, and al I want is a ticket to 'pop' back in the Agent's queue when a comment is made WITHOUT changing the actual workflow status because it is visible to the client.

Thank you!

Nir Malchy · Answer

Thank you, Jack.

So items 1 and 2 can be done on a dashboard? Can you send me in the right direction on how to create that and the 'Filter' you mentioned?

3. I'd like to be able to make a phone call to the client without leaving the ticket. I'm currently using   mightycall.com/  as our phone system and I'd like to be able to make a phone call to the client without leaving the ticket screen. Hopefully the cal wi, also be recorded and be a part of the ticket.

4.

This is the scenario:

A client writes in - the ticket is in an 'open' queue

The agent assigns the ticket to him/herself (to the 'My open' queue)

The agent asks for more information from the client / or creates a development task and links it to the ticket. At this point, the ticket is out of the agent's hands and should be out of his 'My open' queue.

If the client writes back, I'd like the ticket to be back to the 'My open' queue.

Thank you.

Jack Brickey · Answer

@Nir Malchy , welcome to the Community. First understand that a Queue is little more than a query of the database. If a user has browse permissions (as any agent would) then they will be able to see all issues. So even if you could hide the queue another agent could go into the search for issues function and run a query and see the issues. What I would recommend here is to not create queues for those items only you need to see but rather create a saved filter and maybe use the filter(s) on a private dashboard. Reserve Queues for those queries that the Agents need.

Item 2 - these would be filters and would work well in a dashboard

Item 3 - unsure what you mean by "call" but if you mean a phone call that is not possible from Jira OOTB.

Item 4 - not sure I understand. what event triggers an issue to 'pop into a queue'?