Priority group for Jira Service Management

[#1]

We’ve added the ability to create custom groups of queues to better represent how large teams coordinate requests on Jira Service Management.

Behind every large sprawling project there are many agent teams with their own workflows - so it only makes sense to customize queues into groups that work best for each team.

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What's new?

• Priority group replaces the existing concept of Team priority
• Project administrators can now curate priority groups that are displayed in Priority group
• Each agent selects which priority group is displayed in Priority group
• All queues replaces the existing concept of Other

Why Priority group?

Over time, we’ve observed that Jira Service Management is being used by diverse teams of various shapes, sizes and functions. This introduction of customizable priority groups and Priority group allows project administrators to create a personalised Jira Service Management experience for each team.

Today, we are evolving Team priority into Priority group. This change signifies our recognition that although Jira Service Management projects often begin with a singular focus - teams grow, tasks sprawl and new additional workflows and focuses emerge. We need to embrace this complexity and equip you with tools to meet your team’s needs.

Priority group is our answer to help teams focus on what’s most important and nothing else.

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How does Priority group work?

For project administrators

Project administrators can create and name priority groups that best represent how agents navigate and work in queues. These priority groups are displayed in the Priority group section.

Here are some examples of how project administrators might customize priority groups:

• A priority group per agent: “Emma’s Work”
• A priority group for a group of agents: “Design Team Requests”
• A priority group for a workflow: “L3 Urgent Escalations”

Our goal is to give project administrators the flexibility to shape Jira Service Management based on the needs of each team.

For agents

Each agent selects a priority group to display in the Priority group section. Agents can freely switch between priority groups to change focuses.

Priority group has been designed to remember which priority group was last selected so agents can pick up exactly where they left off.

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Leave us a comment with any questions or feedback - we’d love to hear from you and how priority groups could be incorporated into your teams.

[Tim Eddelbüttel]

So you finally address JSDCLOUD-639 here? :D Nice, but Data Center also still needs this.

[andrew_pass]

Are there plans for this to be available on premium then in the new year?

Thanks

[Riley Sullivan]

Would love to have this is in non Enterprise plans!

[Ash Young]

Hi @Tim Eddelbüttel Yep! this is our first step into introducing customization into queues. Would love to hear about how you plan to use Priority group on your site?

[Ash Young]

Hi @andrew_pass We're looking into how this feature fits into Premium. Do you mind sharing how this feature could work for your site.

I've also opened my calendar for F2F chats if you're up to speaking about your JSM site? You can book a time with this booking link 

[Ash Young]

Hi @Riley Sullivan We're looking into Free/Standard/Premium right now. Would love to hear how this feature might work for your site?

I've also opened my calendar for F2F chats if you're up to speaking about your JSM site? You can book a time with this booking link 

[andrew_pass]

Hi Ash, 

Hope you're having a good holiday break!

That's great thanks, I've dropped a slot on for the 8th.

Effectively we've got three core support teams -

• Front Office,
• Back Office,
• Second Line Support

Team leaders want different Queues within each of those buckets, some based on Escalations but also an individual queue for each team member, could use currentUser() for this but the team leaders want to be able to jump into other people's queues and the team need the ability to see each others queues easily in the event of sickness etc.

Could do this with queries, dashboards and things but Queues would keep it all in one central, standardised place which keeps things in a better flow.

Cheers,

Andy

[Matthew Challenger]

Overall, I like this move. I'm hoping it allows us admins to show/hide Queues based on permissions at the user, group or role level.

In our site, JSM is used for operational requests and we have different functional teams (e.g. Graphic Design, Digital Marketing, Business development, etc.) all working within the same JSM project, as some request types require collaboration across teams. But if there are Graphic Design specific requests, there's no need to expose those queues to other agents who have no involvement.

I would love if just adding an agent to the appropriate group would give them visibility to only the necessary queues, articles, dashboards, permissions, notification schemes, etc. that are most relevant for them to focus on their work.

[Ash Young]

Hi @Matthew Challenger I'm curious to know more about how your site and users are setup.

If you had the time - i'd love to have a quick chat with you when it suits you? booking link

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Some questions on my mind:

1. How do you "organise" your teams on JSM?
   • Do you use "groups" from an IdP, or
   • Do you use the "teams" feature in Jira?
   • Or something else?
2. Do you use multiple projects on your JSM site? Or is everyone on a single JSM project?
3. Is there a specific reason why you'd like to show/hide queues based on the user?
   • Is for compliance reasons, or
   • Is to simplify the user experience whilst using JSM, or
   • Is it something else?

[Marta Szczetyńska]

Hi @Ash Young, as an Atlassian Partner, can we see your solution? Maybe there is a chance to arrange a demo?

[Beau White]

@Ash Young 

Atlassian has just indicated to us that this feature won't be available until later this year.

But this post was made 4+ months ago and states:

"Starting next week (27th December) the Priority group experience will be enabled on your sites."

Also, there is nothing in the documentation which indicates that this is pre-release or otherwise unavailable:
https://support.atlassian.com/jira-service-management-cloud/docs/prioritize-your-queues-by-using-groups/

[Beau White]

1.5 Months later and still no update.

[Chris Rainey]

Hi @Ash Young 

Is this something that was recently rolled out for JSM premium instances? I saw that this is available in my organization's premium instance and we are in the process of transitioning to JSM so this would be a HUGE benefit for us but I don't want to assume that it's available to me since all of the documentation still points to this being a feature of Enterprise, which we do not have. Can you shed some light on this for me?

[Ash Young]

Hi @Chris Rainey

Your keen eyes and memory are correct! We've continued rollout of Priority group to all JSM customers (previously this was only for the Enterprise tier).

Priority group is now available for all JSM customers and we hope you're enjoying it. I've also updated the blog to reflect this.

Let us know if you have any feedback about the feature!

[Chris Rainey]

AMAZING! Thank you so much for the information!

[David]

This is great - easy to implement and really useful for different teams in the same project (EUC, Infrastructure and Security in the same IT Service Desk, for example)

[Elvir Dzeladin]

Hey great feature,

Would be nice if we could jql query priority groups.

Cheers

[hmakwana]

Hey @Ash Young 

Just came across this article as I am looking for Queue Hierarchy in Jira, 

Its okay to see that there's two option available as in Priority Groups and group the queues in that one group, however as a large business, it seems that one more level of that hierarchy would have been best.

As in my case,
we need, 
Teams>group>queue,

EX:
Data team
 - Design team
     -Open
     - In Progress
     - Resolved
 - Production 
     -Open
     - In Progress
     - Resolved

Creative Team
  - Marketing team
     - Open
     - In Progress
     - Resolved
 - Random APP Team
     -Open
     - In Progress
     - Resolved


is it possible currently, if there's any other  way we can achieve this, or can i please have some guidance on this.

Thank you 
Hiral

[Chris Rainey]

Hey @hmakwana

What you listed would work more like Project->Queue Groups->Queue

As an example, in what you listed, the Data team would be a service project. There would be two queue groups in that project for the Design Team and for Production. Then, each of those groups would have the relevant queues contained.

In JSM, it's possible for the portal name (customer-facing) and the project name (internal) to be different so you could have the portal name show something different for customers visiting the help center.

[hmakwana]

Hey @Chris Rainey 

Thank you for getting back.

Though we already have multiple projects and cannot set up few more for each team.

We are already a team of 500+, so it would be really difficult to mange more project also these all teams are within one project and they have teams of teams, so i wanted to know the way to best mange our queues for agents and stakeholder's view. 

What could be best practice, as in having queue  for each agent? 

Please guide if there's any article or discussion already on going about this.

Thank you