I am trying to work out why you would use a queue versus a filter. It seems to me that I can save/customise both, but I am trying to work out the pros/cons of using one versus the other. Any guidance?
Are you referring to a queue within a JSM project? JSM queues are within a project and will let you define different buckets of tickets that can be monitored by various people responsible for Incidents, Urgent Incidents, Service Request etc. Yes, queues can be configured using a JQL but filters on the other hand work across Jira instance and filters can be used in Dashboards, Boards, email subscriptions. Filter can be shared with other as well.
I hope it helps.
You can actually do both if you like. Create one or the other and then copy the code to create the other one. Queues are helpful because there is at least a little bit of inline editing without having to open the issue. And you can quickly access several queues in a row because they are right there in the left hand menu.
Filters are handy because they can be accessed any Jira user - not just Agents like with Queues. They can also be used for dashboard gadgets.
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