How is the order of priority groups in the queues sidebar decided, and can we change it?

Simon Ellis

We've set up priority groups in one of our service spaces and need them to show in the sidebar in a set order for all agents. We can't find a way to control that order.

Order we want:

1. Tech Support Team ALL
2. Ticket Type
3. Ticket Status
4. Engineers' Queue
5. PROJECTS
6. JML
7. Any other groups (Labels, BAU, Untriaged, etc.)

What we've tried:

• Dragging groups: groups can't be dragged on the Priority group tab in Queue settings. The ⋯ menu only offers Manage queues, Rename group and Delete group.
• Number prefixes: we renamed the groups "1. Ticket Type", "2. …" and so on. The sidebar order didn't change, so it isn't alphabetical.
• A test group: we created a group called "ZZ test". It didn't show in the sidebar until we added a queue to it. It then appeared third, between "9. Untriaged" and "1. Ticket Type", not at the bottom. So the order doesn't seem to follow creation date either.
• Reorder queues: Queue settings → Queues tab → Reorder queues changes the order of individual queues, not groups.
• Documentation: the Prioritize your queues using groups | Jira Service Management Cloud | Atlassian Support and Edit queues | Jira Service Management Cloud | Atlassian Support pages don't cover the order of groups.

Questions:

1. What decides the order of priority groups in the sidebar?
2. Can an admin change it, through the UI, the API or Support?
3. If it can't be changed, is there an existing feature request we can vote on? If not, could you raise one?

Thanks

Sarah Marenchino | Devoteam

Hi @Simon Ellis,

I found an existing Atlassian feature request that matches your requirement:

JSDCLOUD-15213 – Ability to define the order of the groups in Priority Group

It's currently marked as Gathering Interest / Unresolved.

To answer your questions:

1. What determines the order? Atlassian doesn't publicly document the ordering logic.
2. Can administrators change it? There is currently no documented, supported way to reorder priority groups through the UI or API. Atlassian also lists no available workaround.
3. Is there an existing feature request? Yes, JSDCLOUD-15213 specifically requests customizable priority group ordering, including standardized ordering across teams.

Based on this, what you're experiencing appears to be a known functional limitation rather than a configuration error.

I'd recommend voting for and watching JSDCLOUD-15213 rather than opening a duplicate request.

Hope this helps!