Configure more than 100 queues in JSM Data center

Question

Hi Community.

I would like to get some tips on best practice when it comes to queues in Jira service management data center. If you have a large number of support teams, about 150 and plan to work in different queues, how should you best handle this in a queue structure? It feels like it will be a lot to have 150 queues in the queue struture. And to my knowledge you can not star your queues in Data Center as you can do in JSM Cloud.

What would best practice be in JSM DC?

Could you instead have one queue for all these 150 support teams and then make a configure solution according to best practice?

In this case, we prefer not to primarily use dashboards but want to work according to jira best practice.

Do you have any tips?

//Malin

Brant Schroeder · Answer

@Malin Fremnell Unless there is a business requirement I would recommend against this.  Jira Service Management has a top-level called Help Center that all service management projects feed into.  This allows you to have multiple projects for your teams on the backend but only one place for customers to go.  This would allow you to take the 150 queues and break them down into groupings that would allow you to have teams combined that make sense and have a manageable queue listing for agents.

You could go the route of having one project with 150 queues because JSM allows for 150 but it becomes very difficult for agents to find what they are looking for.  I am still interested in learning more about how you plan on supporting your customers through the service desk, what you support there, your internal BPs for support, how your teams collaborate, etc.  There might be a business case to have them all combined but there might be one to have them separated as well.

Malin Fremnell · Answer

Hi Brant .

Its a single service management IT project for all Service request, that we want to set up and see if it could work with this 150 supportteams in a queue structure.

best 
Malin

Malin Fremnell · Answer

Thanks, Hannes, for that tip. I will look into it.

No, its JSM Data center. The tag for server was a mistake.

Best,
Malin