Apps documentation
Queues for Jira Service Management
Cloud Server/Data Center
Queues for Jira Service Management

Cloud

Server/Data Center

Documentation
FAQ
Release notes
Articles & Videos
Last updated Apr 2, 2024

Configuring queues

This chapter provides information on how to configure a queue.

Warning

Before you start, log in as a user with the Jira Administrators global permission or make sure you have a permission to configure queues.

While configuring your queue, you can take several actions. You can create a new queue and edit, copy, or delete it. There is also a bulk delete, allowing you to delete multiple queues simultaneously.

Below is a live demo of the actions mentioned above. Additionally, you can review each action in more detail by going to the specific subsection.

Creating queue

Steps

To create a new queue:

  1. Click + button on the Queues for JSM panel.

  2. Click Queue.

  3. Fill in the Name of the queue.

    Tip

    Customize your queue or group name by adding an emoji. There are several ways you can do it:

    • Access emojis through the right mouse button using the Emoji option (on Windows).
    • Use the Windows logo key + period (.) combination (on Windows).
    • Use the Fn + E combination (on Mac).
    • Use an external emoji copy tool.

  4. In Visible to, select an individual user or group of users who will have access to the queue.

    Note

    The Visible to option refers to a particular queue’s visibility and issues displayed in that queue. It doesn’t mean that users won’t see these issues in the native Jira Queues, Issue Navigator, or other places in Jira.

    Info

    To create a new group of users, read the official Atlassian documentation.

  5. In Issues to show, enter a query in JQL that will filter requests for your queue or click the Pen icon to open the JQL editor.

    Tip

    The Queues for Jira Service Management app supports creating cross-project queues. Therefore, you can use the JQL filter to display issues from several projects.

    Example

    You can write a JQL query line under the line. Thanks to that, you can clearly read very complex JQL queries while writing and editing. For example:
    Project = ESD
    AND ( "Customer Request Type" != "Request enhancement (ESD)" OR "Customer Request Type" IS EMPTY )
    AND status NOT IN (...)
    AND component NOT IN (...)
    ORDER BY created

  6. In Columns, select fields that will become columns in the table with issues.

  7. Click Save.

    Create queues in jira service desk
    Create a queue in the Queues for Jira Service Management app

Result

A new queue is added to the list.

Note

After creating a queue, your view will be focused on the newly created queue.
Each queue has a separate URL address. For example, you can point to a particular queue and send the URL address to other users. Make sure that those users have permission to view the queue.

Editing queue

Steps

To edit an existing queue:

  1. Select the target queue.
  2. Click the Edit queue icon in the upper right corner of the Queue view.
    Jira service desk sub queues
    Edit a queue in the Queues for Jira Service Management app
  3. Introduce your changes.
  4. Click Save.
    Jira service desk sub queues
    Edit a queue in the Queues for Jira Service Management app

Result

The queue is edited.

Copying queue

Steps

  1. Select target queue.
  2. Click the Copy queue icon in the upper right corner of the Queue view.
Jira issue management
Copy queue in the Queues for Jira Service Management app

Result

The queue has been copied. The name of the new copy begins with the prefix “Copy of…” followed by the identical name as the primary queue. You are free to modify this duplicated queue without affecting the original primary queue.

Jira multiple projects one board
Copy queue in the Queues for Jira Service Management app

Deleting queue

Steps

To delete a queue:

  1. Select target queue.
  2. Click on the three dots menu in the upper right corner of the Queue view.
  3. Select Delete queue.
    Jira share issues between projects
    Queues for Jira Service Management app
  4. Click Delete to confirm the action.

Result

The queue is deleted.

Bulk delete

Steps

To delete queues in bulk:

  1. Click on the three dots button on the Queues for JSM panel.
  2. Select Delete queues.
    Delete queues in bulk
    Queues for Jira Service Management app
    The Delete selected queues dialog appears.
  3. Select target queues.
    Tip
    If you want to remove all queues, click Select all.
    Note

    If the target queue is located in a subgroup, the whole path will be separated by a slash.

  4. Click Delete.
    Delete queues in bulk
    Queues for Jira Service Management app

Result

Selected queues are deleted.

Need help?

If you can’t find the answer you need in our documentation, raise a support request.
Include as much information as possible to help our support team resolve your issue faster.