Queues are lists of requests with predefined criteria for agents to work through. You can think of them as JIRA filters. They help you and your teams organize the incoming requests into more manageable groups, so you can better prioritize them. JIRA Service Desk uses JIRA's search mechanism to configure queues, refer to Chapter 9, Searching, Reporting, and Analysis, for more details on JIRA search options.
You as the service desk administrator can create new queues for your team. To create a new queue:
- Browse to the service desk you want to add a queue for.
- Select on the Queues tab and click the New Queue button.
- Enter a name for the queue. It will clearly reflect its purpose and types of requests that will be in it.
- Enter the JQL that will return the requests you want for the queue. If you are not familiar with JQL, you can click on the Basic link, and use the menu selection to construct your search criteria.
- Select the fields that will be displayed when the queue is showing the issue list. Click on the More option to find more fields to add. You can also drag the fields left and right to re-arrange them. You can select the fields that will display the most useful information.
- Click on the Create button to create the queue.
As shown in the preceding screenshot, when you make changes to your search criteria and field selection, there is a preview area at the bottom that will show you the result of your search and the field layout.
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