nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Can agents create their own queues visible to only themselves?

Nielsen_upj9l8

eg, i want to see all tickets assigned to me that are from our customer called google. the setup would be Assignee=nielsen, status = less than resolved (meaning, new, in progress, waiting for customer, etc), customer=google.

it means staff can create views that apply solely to them so that they can track their time better, but it does not need to be a general queue because you don't care about other agents' tickets with google.

Accepted answers

PhilSpo

There is usually one out of the box called 'Assigned to me'

It uses the jql of assignee = currentUser(), you can modify this or create a new one that is similar.

The queues are visible for everyone, you cant hide them. You can 'Star' them I believe so they appear in your favourites, or you could set up your own issue filter that you can use. But the standard functionality is that for every queue you create in the servicedesk, all the agents will see them.

Phil

All comments

PhilSpo

There is usually one out of the box called 'Assigned to me'

It uses the jql of assignee = currentUser(), you can modify this or create a new one that is similar.

Phil

Nielsen_upj9l8

Thanks for that Phil!

And only admins can create/edit queues right?

So, agents can't create private queues? Queues that they have created and that are only visible to them?

PhilSpo

Yes you are at the mercy of the admin to create the queues for you.

Agents dont have the ability to create/amend queues unless they are given administration rights.

They can create their own issue filters though that they can make private. They could embed these into a dashboard and use this as a 'queue'

Phil

Nielsen_upj9l8

You are awesome! thanks again for that

one more thing, can you please help me out on how to do that:

They can create their own issue filters though that they can make private. They could embed these into a dashboard and use this as a 'queue'

Thanks heaps

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-desk