How to administer queues in Jira Service Desk

Question

Hi

I am setting up Jira Service Desk for RNIB and need help with setting up queues.

We have the default queues, however need to create queues so we can assign queues to engineers, however in our current system use locations to define what queues the engineers see. Can this be done in Jira?

Also how would we restrict what queues different teams would have access to?

Many thanks

Ben Pollard

Beth.Starr · Answer

Having this add on does not prevent the user from seeing the other queues.  It gives an alternate view of the queues where you can set restrictions so that not all queues are present on the screen (changes the view). If the user is an agent they still have access to the other queues unless your organizational rules are for this person to only use the Queues for SD Queue that has the restriction but it still does not prevent them from accessing the project or the native Jira Service Desk queues.

Daniel Bajrak · Answer

Hi,

There is a plugin called Queues for JIRA Service Desk and it allows to create queues visible only for selected groups. Queues don't need to be restrict only for one project and it works fine also with non jira service desk project. It's one of the newest plugin on marketplace and new features are added really quickly with next versions of this add-on.

I hope I've helped you.

Best Regards

Nic Brough -Adaptavist- · Answer

I have to echo the other two - there's no queue restrictions, an agent who can use the project sees all the queues.

You can be a bit sneaky and use (automated) issue security to hide issues from users, and that will flow into the queues, with people not seeing issues inside queues that they're not supposed to see.