How to create queues for different agent tiers

[Mel F]

I was hoping to create different queues so that if an issue is beyond a tier 1 agent's scope, the tier 1 agent can escalate it to a tier 2 agent. 

How would I go about creating these different queues?

[Ben Poulson · Accepted solution]

Our solution to this is to use different issue types. A ticket is tier 1, and a task is tier 2. Anything that can't be solved by tier 2 gets moved into a more specialized project.

[Victor Mutambuki]

The documentation will guide you on what can and can't be done. It's pretty straightforward.

[Ben Poulson]

@Victor Mutambuki [Mumo Systems] 

The documentation you sent is only about how to add a queue, not how to implement tiered support.

[Victor Mutambuki]

A queue is a filter. Depending on your level of skill with JQL or Basic queries, you can create many queues. Documentation gives you an idea of what you can achieve but won't specifically show you how to use tiers.

See already answered solution.

https://community.atlassian.com/t5/Jira-questions/Is-it-possible-to-create-different-support-team-queues-for/qaq-p/49948

[Ben Poulson]

I'm not the one who posted this question- I know how to do it. I was just providing an answer to that aspect of the question, since it wasn't covered in the documentation you sent.

[Victor Mutambuki]

Melissa,

See documentation on how to create queues.

https://confluence.atlassian.com/servicedeskserver/setting-up-queues-for-your-team-939926328.html

Victor