Do jira service desk queues load tickets if necessary ?

Question

I have a Jira Service Desk queue that I created (33 requests / 20 loaded)

I expect one given ticket to be part of this queue.

* search on its key (Ctrl-F) = I cannot find it,
* scrolling down to the bottom => does not seem to load tickets
* sorting on key => I find it.
* It seems that queues show only a subset of the tickets, and that it is not possible to load all tickets.
*

Jack Brickey · Answer

I wonder if it is a possible addon conflict, are you using any addons? One last thought, if you click on the header columns of the queue does it expose the “missing”? And compare the numbers... in the queue at the tops there should be a display of the number of issues in the queue, e.g. 51 requests. What does it show and how does that compare to the results of the advance search filter. If the filter is precisely the same then the results should be the same. If not, then I would reach out to Atlassian Support so they can log into your instance and have a look.

newLab_Olivier · Answer

Hi Jack,

After doing what you suggested : the "advanced view search for issues" results include the issues while the queue does not.

* On "advanced view" : pagination view works : I find my ticket on one of them,
* On the service desk queue : I scroll to the bottom, it seams to load some tickets, but not all are loaded in the end.

Jack Brickey · Answer

@newLab_Olivier , I have never experienced a queue not including all issue that are associated with the underlying filter. I would recommend scrutinizing your filter. Edit the queue, copy the JQL, go to advanced search for issues, paste it in and analyze the results. If the results are the same as the queue and you are not seeing some issues that you are expecting then check why the issue is not meeting the filter criteria. If the results include the issues while the queue does not please let me know.