Improved queue performance in Jira Service Management

[#1]

We are excited to announce some important changes to the way issue counts are loaded in Jira Service Management. This change will help balance load for large scale projects, and identify inefficient queues that can be optimised to boost the productivity of your agents.

You will start to see these changes in your site from Aug 23, 2022 , and from Oct 16, 2022 if you are using release tracks.

How it works

Firstly, loading queues issue counts will start to load in batches rather than all at once. This means you will start to see the issue counts of your most important queues sooner (e.g. Starred Queues).

Expect to see a simple loading indicator (-) when the page initially loads, which will quickly be replaced by the issue count. We will keep loading queues in order for a set time window. Most projects will always return all issue counts in the first time window, but it is possible for particularly large projects run an additional batch to complete all queues.

Second, if any particular queue takes an excessive amount of time to return an issue count, it will be identified with an ⚠️ icon. Underperforming queues can happen for a number of reason, learn more about how to address them here. Any queues identified in this way will be skipped in subsequent refresh cycles.

What is next?

We want to democratise queues. This means dramatically increasing the limit (currently 50) of how many queues can be created per project. To do this we will be applying limits to how many queues can be added to the Starred and Team Priority sections. Current thinking is to keep this in-line with existing limits, so that effectively no projects will experience a change. But we are eager to hear what you think. Please drop us a comment below.

[Niles Wimber]

"To do this we will be applying limits to how many queues can be added to the Starred and Team Priority sections. Current thinking is to keep this in-line with existing limits, so that effectively no projects will experience a change."

This seems completely reasonable to me.