Configure queues

This chapter provides information on how to configure a queue.

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.
   

   

Result

A new queue is added to the list.

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.

   

3. Introduce your changes.
4. Click Save.
   

   

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.

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.

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.
   

   

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.
   

   

   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.

   

Result

Selected queues are deleted.