Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Hello fellow Atlassian Users!

I'm trying to create a new queue in Jira.... for servicedesk but I don't see the option to do so....



John M Funk Community Leader Apr 07, 2020

Hi Vivian - Welcome to the Atlassian Community!

If you click on Queues on the left hand nav, it should take you to a list of Queues. At the bottom of that you should be able to click on New queue at the bottom of the left hand name.

If you don't see that - do you see Project Settings while on the main project page?

I went to Projects, then Servicedesk. I do not see the option to create a queue. 

John M Funk Community Leader Apr 07, 2020

Do you see Project Settings on the main project page? If not, you are not a project administrator, which would probably explain why you can't add a Queue. Or you might not be a Jira Service Desk Agent. 

Actually I do not see that....I am an administrator....strange.... 


Thank you for your help!

John M Funk Community Leader Apr 07, 2020

Make sure that you are Service Desk Agent then - you should be in the jira-servicedesk-users group.

Kathy Hart Community Leader Apr 08, 2020

Good Morning, Vivian, 

It may differ if you are in Cloud or Server, or even Data Center or Enterprise possibly, but in Cloud: 

You do not need to go to Jira Setup or to Project Setup. Simply go to your Service Desk Project where you want to add the new queue.

Once you navigate to a Service Desk Project, you will see that Queues is highlighted and you see a list of tickets on the right. This is not where you add the queue. 

Hover over the word Queues and you will see an arrow. Click on Queues. 



Now you should see a whole list of Queues. i.e. Waiting for Support, Assigned to me, etc. 

At the bottom, below a horizontal line, see New queue. Click there. That is where you add a new queue. See below. 

New queue.png

If New Queue is not there, then you may not be an administrator on that project, or you may not be in a Cloud instance. 

Let me know if this is helpful. Kathy

Like Azad Lakho likes this


Log in or Sign up to comment
Community showcase
Posted in Jira Service Management

Jira Service Management Documentation Opportunities

Hello everyone, Hope everyone is safe! A few months ago we posted an article sharing all the new articles and documentation that we, the AMER Jira Service Management team created. As mentioned ...

164 views 0 4
Join discussion

Community Events

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

Find an event

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

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you