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Jira Service Desk Queue for all projects?

Currently we are trying to establish JIRA Service Desk to support our customers. We have different projects, customers and SLAs. Our Agents will work accross Service Desk projects and should be able to have an overview about all queues in one view, e.g. to show all unassigned requests across all service desks.

Is this possible? 

Thanks,
Jens

9 answers

Hi Jens, 

Yes, that will be possible. You just need to create a filter that will shows up all issues. After that you can customize the columns to show up on the issue navigator.

E.g.: Project in (ProjectA, ProjectB, ProjectC) and assignee is empty

Hope this helps! smile

 

The filter mechanism in Service Desk doesn't have project as an option. Is this working as designed?

Is this supported behaviour?

 

Hi All, 

We have released Queues for JIRA Service Desk that contains mentioned feature. It is on Cloud only but server version will come soon. 

Cheers, 

Is there any ETA on when it will be available for the server version?

Any updates on a Server version?

1 vote

any update on the cloud version? as I can see, it is already pre-filtered for the project i'm currently in but it is not possible to change it...

I'm in a similar situation with Jens whereby I'm trying to have a queue set up that will show all tickets across projects. I have tried the suggestion below and it only seems to filter in the specific project that I might be in (within the service desk) despite having them all within my JQL line. Did this end up working for you Jens? Thanks, Mike

Hi Mike, as Elisa mentioned this is only possible in the normal issue navigator, unfortunately not in the specific service desk view... Thanks, Jens

That's a shame, sorry I must have misread the information given. Thanks so much for letting me know. All the best. Mike

Hi, This doesn't seem to be working for me. I am still only seeing the issues from the project that I'm in. I'm using JIRA Service Desk - 2.3.6.


Hi @Elisa Diel [Atlassian],

This is also a problem for us.

We have multiple projects and want them to be viewed in the same queue.  Currently this is not possible.  Only issues in the project where the queue is created are visible.  Changing the queues query like "...  project in (ProjectA, Project B, Project C) ..." is not working.

Is this a bug?

Is there a feature request for this?  If not, can I request for a feature request?

Pieter

cc @John Rana

Has anyone been able to resolve the fact that there isn't a way to filter by Project on a Queue? 

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