Support Queues in basic JIRA


I currently use a basic JIRA installation (no Agile, no Service Desk) and I don't know how to model the different groups inside a project. This is our case:

We have a project, and the typical issues we receive are incidents, RFE, Bugs and Service Requests. When attending those issues I need to model the groups or support queues, so an issue is assigned to a group, instead of a user.

I'm planning to add a custom field to the project to reflect the queue, but I'm sure that I'm not the first facing this problem. My question is if some of you have experienced this situation and how did you resolve it.


1 answer

This widget could not be displayed.

I think you've already worked out the best approach - you need a custom field to group issues into queues.

I'd be tempted to group up your users into groups with the same name as the queues as well, so that there's a very clear relationship.

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Aug 06, 2018 in Jira Service Desk

A is for Activate: Share your top Jira Service Desk onboarding tips for new users!

Hi, everyone! Molly here from the Jira Service Desk Product Marketing Team :).  In the spirit of this month's  august-challenge, we're sourcing stories of Jira Service Desk activation fro...

579 views 25 15
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you