Extremely confused on Queue set up.

Question

I currently have multiple portal groups to categorize service requests/issues, and I would like to do the same in the back end for our agents by setting up multiple queues. I am slightly (very) confused as to why there is a Queue page and a queue section for the Service Requests page on the home page for the agent view. I see there are different queues in the queue section on the Service Request page compared to the Queues on the Queue page. Should I be creating the queues inside the Queue page rather than the queue section in the Service Request page in order to create queues for all the agents to see? Any links/documentation  helping me understand all of this would be appreciated as well!

Christopher Yen · Accepted Answer

Hi @Martin Quezada welcome to the community, hopefully we can help clear things up.

In my company we primarily use that initial Queues page because we intake both incidents and requests from customers and we combine them into a queue for each team

Here's an example

Then the issue type queues can provide more of a specific view, I'll include my change queues for example, we don't have a need to view our changes team by team by rather as a department so the issue type specific queue works for us and we keep changes out of the team queues.

Hopefully the examples help show how they're used but if you have any questions feel free to ask

Joseph Chung Yin · Accepted Answer

@Martin Quezada

In addition to what @Christopher Yen suggested, here is the link reference on Queue management via the project UI -

https://support.atlassian.com/jira-service-management-cloud/docs/prioritize-your-queues-by-using-groups/

Here is a link on new queue creation - https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-queue/

Keep in mind that one should only create new queues as needed, it is essentially using filtering process (via JQL) to control what issues are included in a specific queue.

Here is the link reference on JQL - https://support.atlassian.com/jira-service-management-cloud/docs/search-for-issues-in-jira/  Especially using advanced search with JQL - https://support.atlassian.com/jira-service-management-cloud/docs/use-advanced-search-with-jira-query-language-jql/

Hope this also helps.

Best, Joseph Chung Yin