Service Desk Queue

How can I assign a ticket to a service desk queue created I have 3 different queues.  So I can manually move tickets from unassigned to the various queues.

2 answers

0 vote
Jack Brickey Community Champion Jul 05, 2017


queues are simply filtered lists so you don't really 'move' them to a queue. Rather you construct your queues to align w/ what you are trying to do. For example, you could have queues by facility or agent or issue type, etc. What do your queues represent? We use a Triage queue for all unassigned issues. All agents monitor this queue to keep it empty. When they take ownership it goes into their queue.

So if the queue 5000 issues, all subsequent queues underneath are just the same numbers totalling the 5000?

Jack Brickey Community Champion Jul 28, 2017

@Staci Cavalcante, i'm a bit confused but maybe i understand your question. Whether the "queues underneath" total to the one above is completely up to how you set them up. Lets look at some examples that may help you understand.

By default you should have an "All Open" queue unless you deleted. For me the JQL is - resolution = Unresolved ORDER BY created DESC, "Time to resolution" ASC

So lets say I then create three new queues, one for each of my agents: Fred, Sally, Jose that show their open issues.

Then assume we see the following numbers when we look at these four queues:

All Open (65)

Fred (27)

Sally (13)

Jose (10)

So 27+13+10 only = 50 so where are my other 15? Well based on my queue definitions they must be either "unassigned" or assigned to someone else.

In otherwords queues are filters and anytime you construct filters the sum of the parts will only add up to the whole IF you have ever condition factored into your filters.

Bottomline - construct your queues to work the way the team works or needs to work. BUT be sure not to leave any issue hidden.

sorry if this was off base from your question.

HI Nishet,

If you created queue you dont have to assigned/move issue to that queue, it automatically filters the issue based on JQL query.

For creating queue click on this  


Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

966 views 2 14
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you