Queues Sorting within a priority Group is Broken?

Question

We have a Finance project and the Queues Sorting  within a priority Group is not matching the sort order in queue settings. We have tried the CTRL+f5 refresh trick to no avail. The current result is we have out of order queues and it just looks "wrong" and is not showing well to decision makers wanting to move into JIRA from another platform.

* We want queues listed down by status; To Do, In Progress, Done, etc.
* There are 4 Priority Groups for the various Teams using the project

The sort order of the queues within a Priority Group should match what the project administrator sets up in the Queue Order page.

Help me make it look right!? What am I doing wrong here?

Lalithesh · Accepted Answer

Hi Paul

Welcome to the Atlassian Community!

You can reorder the queues by dragging and dropping them within each priority group. More info here -

https://support.atlassian.com/jira-service-management-cloud/docs/edit-queues/

Cheers!

Anwesha Pan · Accepted Answer

Hi @paul.price

In addition to Lalithesh's suggestion, you can also try the following options:

* Have Kanban/ Team Boards:* Queues are primarily designed for intake/triage (e.g., Unassigned, Pending Approval, Waiting on Customer).
* For tracking statuses like To Do → In Progress → Done, navigate to Boards in your Finance project (or add a Kanban board pointed at the project). Below is an example of our board with tracking statuses and we drag a story accross the board based on the status of the ticket:

* Decision-makers often respond far better to a standard Kanban board with columns grouped by Team or Swimlanes than navigating dozens of separate status queues.
* Refining Queue JQL ORDER BY:* Inside each queue, ensure your JQL has an explicit sort like below example:

project = "FIN" AND status = "In Progress" ORDER BY "Time to resolution" ASC, created DESC

Hope this helps. 🙂

Thanks,

Anwesha

Sami Shaik · Accepted Answer

@paul.price ,

Probably not broken, and probably not you either. JSM keeps two different queue orders, and they do not sync.

* The Queues tab order (Queue settings, Queues tab, drag to reorder). This is the sequence agents see under View all queues, and it is the one most admins reach for first.
* The per-group order. Each priority group has its own sequence, set only through Queue settings, Priority group tab, Manage queues for that group, drag the queues into order, then Save. Per the priority groups documentation: "Choose the queues, change the order of the queues in the group and select Save." Note the explicit Save; the Queues tab autosaves on drag, this dialog does not.

So if you ordered To Do, In Progress, Done on the Queues tab, each of your four groups still shows whatever order it had when the queues were added to it. And because one queue can belong to more than one priority group, the same queue can legitimately sit in position 2 in Finance Team A's group and position 5 in Team B's. The fix is four Manage queues dialogs, one per group, each ended with Save.

Two things that keep it tidy afterwards. @Lalithesh is right that drag and drop is the mechanism; it just has to be done inside the group, not on the Queues tab. And Anwesha's point about boards stands for the status-flow view your decision makers want; queues are triage lists, and a Kanban board grouped by team will read better in that meeting than a column of status queues.

If you have already done it inside each group with Save and the agent view still disagrees after they switch groups (the group selector next to Queues), say so here with a screenshot of the Manage queues dialog for one group and what the agent sees; at that point it is worth a Support ticket, and this thread will carry the evidence.

Per the documentation as of 7 October 2026; I have not reproduced your exact setup on a site, so please report back either way.