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What will be the best solution to create a ticket queue system?

I need to create a system with 3 roles: admin, client, operator.
Basically the client will make a request of the operation from the list set up by the admin and operator will perform those operations.

I would like to find a solution that will satisfy the following conditions:
1. Clients request operations from a predefined list.
2. Additional parameters can be entered for each operation. The parameters for different types of operations are different.
3. After the operation is requested, the request is queued.
4. Several queues for requests with different priorities. 
5. Setting up SLA for each type of operation.
6. Reporting (start / end time of the request, the percentage of requests exceeding the set time threshold, etc.)

Opportunities that I would like to have too:
7. The operator does not think about what request to perform. The algorithm determines which request should be executed next (baseline is the oldest request with the highest priority) and the operator only sees it
8. Changing the order of requests in the queue of one priority and transferring requests to the queue of other priorities.
9. Approval system: the generated request will not be queued until an approval is received from another client / admin. Accordingly, the one who must give the approval have to receive a notification about this (maybe this could be an additional queue of the requests that need approval). 
10. The expected execution time of each request seen by the client based on the set execution time for one request and the number of requests (different execution times are set for the different request types)
11. Queues should be updated in real time.
12. One request can contain several operations. So, expected time to perform the request should depend on the amount of operations in the request. The amount of operations in the request could be defined by the client (better count it automatically but I have no idea how for now).

Can you please tell me what will be the best solution and maybe give some advices how to set up that system? Is it even possible to do with Jira Service Management?

3 answers

3 accepted

2 votes
Answer accepted
Liam Green Community Leader Dec 03, 2020

Hi @Alexander T_ 

It sounds like Jira Service Management would fit what you need.

Check out their product page:

You can find out everything you need, and start a trial from there.  If you have any questions the just drop them in the Community and we will try to help.

Regards, Liam

Hi @Alexander T_ ,

All of these are available by simply installing or using Jira Service Desk (Jira Service Management). Create a Service Desk project from one of the templates that suits you the best.

Usually all the Service Desk projects are organized using Service Desk Team (or Operators) Service Desk Clients and the Administrators role.

From there, you can customize the queues, SLAs, issues available and many more. Also be aware that you can set up different views or forms for the customers using the Request Type.

Most of the points requested by you are available in Jira Service Mangement.

Useful links:

Product itself:


1 vote
Answer accepted
Jack Community Leader Dec 03, 2020

Well this is indeed what JSM does. I would recommend you review the online documentation that Atlassian provides at to better understand how it maps to your scenario.

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