Updating status in live timing

Question

Hi Team, I have a question in regard to the status updating in Jira Service Desk. When the new tickets are coming to the desk or some of the tickets changing the status, is it possible that everything will be updated in live timing and agents do not need to push refresh all the time to update and see how many new tickets came?

Dave Mathijs · Answer

The queue is updated automatically when a new ticket is created, I just tested it again on my site to be sure.

The issue view of the issue itself is also updated automatically.

Only issues in a filter on a gadget of a dashboard are updated every 15 minutes, this cannot be changed to 5 minutes, unless your refresh the page manually.

Diana Agoston · Answer

Hi @Dave Mathijs thank you so much for the reply! Can you please clarify, if the agents receive for example 2 new tickets, it will show in the queue only after 15 minutes when it will be automatically updated?  Or, it will pop up like after 2-5 sec when client for example wrote? Also, is it possible to change the refresh timing? For example, from 15 minutes to 5?

Dave Mathijs · Answer

Hi @Diana Agoston when changing the status of an JSM issue, the issue view is updated automatically, no refresh needed.

A dashboard refreshes each 15 minutes (not real-time) to prevent performance impact.

A queue in a JSM project will be updated automatically.