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I have a JSM project where customers (internal staff at my org) make service requests via the portal. I was also planning on using this JSM project to manage other tasks internal to my team (i.e., I create a task and assign it). This would allow me to use the same workflow and have service requests and other tasks all in one project.
When I create my tasks, I often create parent tasks and related subtasks. I want to be able to view this in the queue where the sub-tasks are displayed below the parent tasks. However, it doesn't seem possible to group subtasks under a parent task in a JSM project.
Any and all suggestions are welcome. Thank you!
I don't think that queues can do that.
For a native solution, the only thing that would come to my mind is Advanced Roadmaps, which is part of Jira Software Premium. To the best of my knowledge, you should be able to pull JSM issues into an Advanced Roadmaps plan, and then see the subtasks below their parent issues. This being said, AR doesn't show SLAs etc. - so it's definitely not a great solution.
Alternatively, if you're open to solutions from the Atlassian Marketplace, you'll find options there. E.g., I think you'd like the app that my team and I are working on, JXL for Jira.
JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields - including all JSM fields - much like you’d do in e.g. Excel or Google Sheets. It also comes with a number of advanced features, including support for (configurable) issue hierarchies, issue grouping by any issue field(s), sum-ups, or conditional formatting. With these, you can build a view like the following in just a couple of clicks:
As you can have as many JXL sheets as you want, and every JXL sheet is powered by a JQL statement, many of our customers use JXL as an alternative or extension to native queues.
Any questions just let me know,