Required to know how hide Queues

Muhammad Ali Khan March 23, 2024

We have a team of 300 agents working in different support roles in a single JIRA Project. I need to know how to hide/restrict queues in JIRA so the agents/support staff can only be able to view the queues which they need to work on. 

4 answers

1 vote
Stephen Wright _Elabor8_
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March 23, 2024

Hi @Muhammad Ali Khan 

You can add dynamic parameters to queues (filters) - so that they show results specific to the user who is logged in.

For example, you could add....

assignee = currentUser()

...to each unique query, and avoid the need for 300 separate queues :)

---

Expanding on another answer, another option is to use Issue Security Schemes - if you want to restrict access to the tickets themselves, rather than just the queues.

For example, you could...

  • Create a security level, and make it the default for all newly created tickets
  • Allow the "Current Assignee" to see the ticket, along with a central Group of users who should see all tickets
  • Assign the tickets to Agents from a central view

In this scenario, you could keep the queues as-is, because Agents would only see tickets assigned to them, and the rest of the tickets would be hidden.

Note: You would need a paid plan to use this feature.

---

Let us know your thoughts, or if you have any further questions!

Ste

1 vote
John Funk
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March 23, 2024

Hi Muhammad - Welcome to the Atlassian Community!

Change your queue to add something like assignee = currentUser()  

That way the user will only see issues where they are the assignee. 

Also, your product plan for this note says you are on the Free plan. I highly doubt that if you have 300 agents. 

John Funk
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March 26, 2024

Hey @Muhammad Ali Khan  - any update here? 

0 votes
Joseph Chung Yin
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March 23, 2024

@Muhammad Ali Khan -

To supplement what @Stephen Wright _Elabor8_ abd @John Funk suggested - using the queue filter of "assignee = currentUser()" is an excellent way for agents to see only the issues assigned to him/herself.

However, it is also my understanding that out of the box, you cannot control queue's visibility in JSM project.  So you may also want to see if there are any third party add-ons via Atlassian Marketplace that may provide you with that functionality.

In our env, addition to using the queue filter setup, we have also implemented issue security configuration for the project.  When it is configured and used properly, then the issue visibility is controlled where an agent if he/she is not called out by the issue security level (the security level is tagged to each issue), then they will not have any visibility at all in all UIs, search results, and reports to those specific issues,

As for the result of our env implementation, when agent accesses a queue via the project UI, he or she will see an empty queue.

Without the usage of issue security configuration, the agents can still access the issues within the project without any restriction.

Here is a reference link on issue security implementation - https://support.atlassian.com/jira-cloud-administration/docs/configure-issue-security-schemes/

Hope this also helps.  BTW - In a Free subscription plan, you are only entitle to have 3 agents for your product.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

0 votes
jianna culin March 23, 2024

To streamline workflow and ensure agents only see relevant queues in JIRA, you can leverage JIRA's permission schemes ( you can read all the schemes on the official Jira website https://support.atlassian.com/jira-cloud-administration/docs/manage-project-permissions) and issue security settings. By setting up groups or roles within your project and assigning the appropriate permissions, you can restrict visibility of certain queues to only those groups or roles that require access. This method not only keeps your workspace organized but also enhances focus and productivity by presenting agents with only the tasks pertinent to their roles.

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