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Struggling to change the query behind a Queue in Service Desk

Tori Hermione Baker

Hi all,

Still new to Jira and JQL but gradually working it out.

We are a small digital agency working with Social Good companies (charities, trusts, or businesses that cause benefits to others and the world). Which is ace, but means we have to support so many different clients with different needs at a huge volume to survive.

We used to have one central Service Desk, but to support that diversity of clients I have had to start to build multiple projects to house different forms, to improve how we support our clients. Creating many Service desk projects.

As a small team, we must have a central view but I have not been able to configure a query to show multiple Queues under one Queue.

So far this hasn't been possible. The query I have built works and I can save it, but our central support queue already defaults to a filter, and cannot seem to change this. So while the query below works:

project = "project 1" OR project = "project 2" OR project = "project 3" OR project = "project 4" AND resolution = Unresolved ORDER BY created DESC, "Time to resolution" ASC

I can't seem to get this to work out of the box.

I get there are apps that can do this, but we have 18 JIRA users, yes not many, but I can't keep adding app after app, at $20-30 dollars a month, as we simply cannot afford this with the work we do. And I keep seeming to hitting the same wall over and over.

Are there any solutions to this, or am I simply applying the filter in the wrong place? I am currently applying it to the queue, as this is where I need it.

Would really appreciate the help!

Accepted answers

David Friedrich

Hi @Tori Hermione Baker ,

not 100% sure what you are asking, but your JQL seems not optimal.

I do not think its possible to have cross project queues without any apps - but I could be wrong.

However you could build one or several dashboards to keep an overview. But please let me recommend to adjust your filter query more to something like this:

project IN ("project 1", "project 2", "project 3", "project 4") AND resolution = Unresolved ORDER BY created DESC, "Time to resolution" ASC

With your current JQL everything after "AND" would only apply for project 4.

Hope that helps!

All comments

David Friedrich

Hi @Tori Hermione Baker ,

not 100% sure what you are asking, but your JQL seems not optimal.

I do not think its possible to have cross project queues without any apps - but I could be wrong.

However you could build one or several dashboards to keep an overview. But please let me recommend to adjust your filter query more to something like this:

project IN ("project 1", "project 2", "project 3", "project 4") AND resolution = Unresolved ORDER BY created DESC, "Time to resolution" ASC

With your current JQL everything after "AND" would only apply for project 4.

Hope that helps!

Tori Hermione Baker

Thanks, @David Friedrich

Yes, that does make sense. And thanks for your suggestion. As I can't get the query to work, I haven't been able to test if my syntax is even correct. Hard way to learn as the query works fine when building it as a filter

The app model doesn't work for us, and it is more of a gripe for Atlassian, as it cripples our ability to offer a service, due to subscription costs to these apps, just not being viable. The system is capable of doing it to some extent so feels lazy for them to rely on apps and developers versus a system that can help businesses of all needs or sizes, by being more open or flexible.

I appreciate the response.

David Friedrich

Thanks, I get your point.

I know many clients where the same service team works multiple service desk projects. They all use dashboards to have a central overview, but also for reporting.

You can setup the filter result gadget displaying the same information as your queue would.

Tori Hermione Baker

I will give it ago, thank you!

Marc -Devoteam-

Hi @Tori Hermione Baker

Are you using team managed or company managed JSM projects.

As team managed projects are as containers, no multi filter JQL can show information.

If you do use company managed projects, there are other challenges.

- Are all agents able to work in every JSM project?

- Are all projects using the same configuration, or at least issue types.

You could also create filters and create a Jira dashboard where you can have an overview of all issue in each project.

Tori Hermione Baker

Hi @Marc -Devoteam-

Tori Hermione Baker

Predominately Company managed but I am having to alter this sometimes specifically in Jira Software, to allow for access for external users as I have a historic instance of quite a few years that I have inherited, there are varying levels of setup from my predecessors.

Service Desk and 97% of Software projects are company-managed.

- Yes they are. I have used Groups to manage access which mostly works, but not all teams/agents need to access every project

- Yes, they are. This is again predominately the trend, as we use standard company schemes

Just looking at what we already have, and not sure it will meet our needs, currently.

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