Apps documentation
Queues for Jira & JSM
Cloud Server/Data Center
Queues for Jira & JSM

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Server/Data Center

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Last updated Sep 14, 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.

Creating queue

Steps

To create a new queue:

  1. Click + button on the Queues for Jira & JSM panel.
  2. Click Queue.
  3. Fill in the Name of the queue, up to 50 characters.
    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 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 & JSM 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.
     Jira service desk multiple projects
    Create a queue in the Queues for Jira Service Management app

Result

The 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 navigation
    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 multiple 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 menu on the Queues for Jira & JSM panel.
  2. Select Delete queues.
    Jira share issues between projects
    Queues for Jira Service Management app
    The Delete queues dialog appears.
  3. Select target queues.
    Tip
    • If you want to delete all queues, click Select all.
      When you select at least one queue, the button Deselect all appears, allowing you to deselect all queues at once.
    • Clicking the checkbox next to the name of the group or subgroup will automatically select all the queues within them. However, deletion will still only affect queues - groups and subgroups will not be deleted.
Remove queues in bulk
Queues for Jira Service Management app
  1. Check your selection and click Delete.
    Remove queues in bulk
    Queues for Jira Service Management app

Result

Selected queues are deleted.

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