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Can I add different projects to a service desk queue

Vic Tsushima

I would like to be able to have this filter work as a service desk queue

project in (Project1, Project2, Project3) and assignee in (person1, person2)

all I get back in this case are those issues that belong to the service desk project.

Accepted answers

All comments

Andre Borzzatto

It's unfortunately not possible to do it, as you confirmed in your tests.

In the "issues to show" panel of your queue you won't find the Project field to query for, although if you type in "project = P1" it'll be considered correct.

JIRA Service Desk is currently designed to have queues with issues from its own Service Desk.

Best Regards,

Andre D. Borzzatto | Cloud Support

Susan Hauth _Jira Queen_

Hi Vic,

Really need this feature as well. Vote for: https://jira.atlassian.com/browse/JSDSERVER-1034

Vic Tsushima_vsjlq3

Thanks for sharing the link. I definately needed to place my vote for this.

Jack Brickey

What I do for this scenario is to create dashboards and Kanban boards. They work well for managing multiple projects. In fact I like the visual aspects over the native JSD queues.

Susan Hauth (Toronto - JIRA Queen)

Thanks Jack, that's what I will do as well and now can at least add in "links" to those dashboards on the side panel to make it easier for the users to navigate to find them. I will also rely on some well timed filter/subscriptions.

Gideon Abate

Do you have an example of being able to show Service Desk Queues as a Dashboard?

Sebastian Pedraza

Hi @Jack Brickey It would be nice to see how you have this set up/screenshot of how it looks like to see if we can implement something similar

Jack Brickey

@Sebastian Pedraza, I don't have a current example as folks were not using it so I removed the stale board. With that said it looks like any Kanban board and you can configure as you want. For me I had one that looked something like below...

Kanban board filter = project in (proj1, proj2, proj3)

Kanban swimlanes:

Triage - assignee = Unassigned (my process is for the collective agents to review all incoming that are unassigned and set the assignee
Expedite - priority = Highest
Proj1
Proj2
Proj3

Columns: (depends on your statuses)

Waiting Support
Waiting Customer
Hold
Resolved
Closed