Currently, it seems that only the admin can see the "New Queue" option . Is this a permission that needs to be granted to other roles?
hi @Rose Sayegh
The Service Desk Team role cannot create queues. Only Jira Service Desk Administrator or perhaps a project administrator can.
You wouldn't give everyone this permission as it quite powerful. One or two trustworthy, responsible people at most ;-) Someone who knows how to create or set up the queues, knows a little JQL. The role is a lot more than queues. change customer notifications etc.
Edit: @Jack Brickey is right - here is a useful link showing what Project Admin can do: https://confluence.atlassian.com/jirakb/standard-permissions-in-jira-service-desk-838416600.html
-Mike
To be clear you can give an agent “project admin” rights and they can create queues. This does not give the full Jira admin rights.
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