Can Service Desk queues flash on issue comment/update

Is it at all possible to configure the queues from within the Service Desk agent view to flash on comment in the way that they do when an issue is opened or closed? The idea behind this is to have agents working solely out of Service Desk and not having to watch emails as much.

1 answer

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Steven Behnke Community Champion May 07, 2016

No there isn't an option for this.

Live Queues as they exist now were added in JIRA Service Desk 2.4.1. These queues show status changes and there is no configuration options avaliable to change how this works. Prior to 2.4.1 a button simply appeared at the top of the Queues page indicating changes had occurred. 

You really should be considering the default Service Desk workflows and their design – You should be designing JIRA Service Desk workflows with status updates between these communications. The Automation will handle switching between statuses for you, and thus the Live Queues will be visually helpful. Usually workflows will use YellowWaiting fo support and Yellowwaiting for customer to indicate comments have occurred.

If you decide to design a workflow process in which you aren't using these statuses with the automation, you're right: Live Queues won't help you much.

To answer the other question, how can we make Agents not have to watch emails as much –

One option that's neat these days is to use HipChat as an activity feed, provided they have the HipChat application.

Another idea could be to put the JIRA field Updated as a field, which could be used to show that users had recently commented on the issue.

Finally, the JIRA Toolkit Plugin (https://ecosystem.atlassian.net/wiki/display/JTOOL) is a custom plugin designed for Atlassian Support staff back in the day. The custom field Days since last comment would probably help you out in this scenario.

Steven Behnke Community Champion May 07, 2016

I would be sure to emphasize, Status reigns supreme with JIRA Service Desk. The Status and SLA fields are given more importance than anything else and Automation is there to make keeping the Status or SLA inline possible.

While it would be nice to see an indication of comments, right now workflow that is dependent on that Customer-Agent communication needs to be based around changing status through automation, at least to take advantage of things like Live Queues.

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