Custom queue not visible to rest of team

[Alex Armstrong]

I just set up a couple of custom queues and have added them to the team priority list, however, none of the other agents are able to see these new queues. I've verified they are all agents and have access to the Service Desk. What am I missing? Or will they need to create the queues on their own?

Thanks in advance!

Alex

[Rilwan Ahmed · Accepted solution]

Hi @Alex Armstrong ,

1. Recheck if you created a Queue or a Filter ? If its a filter, then the filter should be shared among the group/project for others to be visible. 
2. Are the agents able to open the tickets if you share the url with them ? 
   Queues are for users licensed by Jira service Desk.
   Please note: Queues are very specific to Service Desk.  So users with only Software access (even admins) might not see it, they require Service Desk Application access.

[Alex Armstrong]

Thanks, Rilwan. We've figured it out. Had to have them look under "service requests", not the "queues" option... user error thankfully :) I appreciate your response, I will mark this as resolved!

Cheers,

Alex

[Jack Brickey · Accepted solution]

Is it possible that you have security level permissions configured for this project? I wonder if you simply copy the JQL statement that defines the queue and have these other agents paste into the advance issue search window what will the results be?

[Alex Armstrong]

Hey Jack,

Figured it out. Had them looking in the wrong place they were selecting the "queues" tab. Had them select "service requests" and now they can see the queues that I set up.

Thanks for your response!

Cheers

Alex