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

Server/Data Center

Cloud

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FAQ
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Last updated Dec 18, 2019

Configure queues

This page provides information on basic actions available for Jira Administrator, such as adding, editing, copying and removing queues.

Create queue

Steps

To create a new queue:

  1. Choose Projects at the top of the screen.
  2. Choose the service desk project you want to configure.
  3. Click the Deviniti queues on the left side.
    Go to Deviniti queues with Queues for Jira Service Desk app
    Go to Deviniti queues with Queues for Jira Service Desk app
  4. Click + on the left side.
    Add a new queue with Queues for Jira Service Desk app
    Add a new queue with Queues for Jira Service Desk app
  5. Configure the following:
    • Name: Type a name for this queue or retain the suggested one, for example: Queue name No. 9.
    • Visible to groups: Select for which groups this queue will be visible. If you leave this field empty, this queue will be visible only for Jira Administrator.
      Warning
      To add a new group, log in as a user with the Jira Administrators global permission.
      Tip
      To add a new group, go to Jira Administration > User management > Groups, enter name of group and click Add.
    • Issues to show: Enter a Jira Query Language (JQL) statement.
      Note

      Remember that Queues for Jira Service Desk app supports creating cross-project queues. Type in this field, for example: project in (“A”, “B”), to display issues from two projects.

    • Columns: Select columns to control what issue information, such as the Issue key, Status and Summary, is displayed in this queue.
      Note
      • Queues for Jira Service Desk app allows to display created /updated date with hours and minutes.
      • To reorder columns, use drag and drop.
  6. Click Save.
    Configure queue attributes with Queues for Jira Service Desk app
    Configure queue attributes with Queues for Jira Service Desk app

Result

A new queue is added to the list.

Note
  • To sort issues, click on column header. It can be useful especially in case of sorting issues by SLAs.
  • SLA metrics are visible only for users with the global permissions Jira Service Desk agent access.
Result of adding queue with Queues for Jira Service Desk app
Result of adding queue with Queues for Jira Service Desk app

Edit queue

Steps

To edit an existing queue:

  1. Select the queue you want to edit.
  2. Click in the top right corner.
  3. Select Edit queue.
    Go to edit queue with Queues for Jira Service Desk app
    Go to edit queue with Queues for Jira Service Desk app
  4. Make changes.
  5. Click Save.
    Save changes with Queues for Jira Service Desk app
    Save changes with Queues for Jira Service Desk app

Result

A queue is edited.

Copy queue

Steps

To copy a queue:

  1. Select the queue you want to copy.
  2. Click the Copy icon on the left side.
    Copy queue with Queues for Jira Service Desk app
    Copy queue with Queues for Jira Service Desk app

Result

A queue is copied.

Note
  • A new copy has the same name as a primary queue but you can change it going to Edit queue.
  • Made changes in copied queue have no impact on the prime queue.
Result of copying queue with Queues for Jira Service Desk app
Result of copying queue with Queues for Jira Service Desk app

Remove queue

Steps

To remove a queue:

  1. Select the queue you want to remove.
  2. Click in the top right corner.
  3. Select Delete queue.
    Delete queue with Queues for Jira Service Desk app
    Delete queue with Queues for Jira Service Desk app
  4. Click Delete for confirmation.
    Delete queue for confirmation with Queues for Jira Service Desk app
    Delete queue for confirmation with Queues for Jira Service Desk app

Result

A queue is removed.

Result of removing queue with Queues for Jira Service Desk app
Result of removing queue with Queues for Jira Service Desk app

Remove queues in bulk

To remove queues in bulk:

  1. Click on the left side.
  2. Select Delete queues.
    Select Delete queues to remove queues in bulk with Queues for Jira Service Desk app
    Select Delete queues to remove queues in bulk with Queues for Jira Service Desk app

    The Delete selected queues dialog box appears.
  3. Select queues you want to remove.
    Tip
    If you want to remove all queues, click Select all.

  4. Click Delete.
    Click Delete to remove selected queues with Queues for Jira Service Desk app
    Click Delete to remove selected queues with Queues for Jira Service Desk app

Result

Selected queues are removed.

Result of removing selected queues with Queues for Jira Service Desk app
Result of removing selected queues with Queues for Jira Service Desk app

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