Hi everyone,

We noticed that this improvement wasn't delivered for a while. So while these features are not available natively in Jira, and if you're open to using a third-party app, I would like to present an alternative solution - Mindpro Lineup Cross Project Queues for JSM (https://mindpro.solutions/lineup-app)

Mindpro Lineup is a cloud app for Jira and JSM that allows you to create, share and manage cross-project queues containing issues from multiple service desks. In a nutshell, with this app, you can:

• Create cross-project queues from multiple portals
• Import queues from Jira Service Management projects
• Configure queues' visibility and access using group-based permissions
• Prioritize issues and add queues in a Team Priority section
• Customize specific columns for each queue view
• Search and filter issues inside the queue with dynamic filters
• Save filters and add custom tabs views inside queues
• Create a multi-level structure of groups (folders) to organize queues better
• Hide unused queues for better clarity and team focus
• Setup advanced permissions for specific groups to create, edit and manage queues
• Learn more at: https://mindpro.solutions/lineup-app

Ps: We understand that adding more plugins or paying more for certain features is not always feasible when they should be native. However, if you're open to using a third-party app, we can grant you up to 50% off your license for up to one year. To do so, use the following discount codes (according to your billing cycle): Monthly Billing code: MQSMLINEUPMONTHLY or Annual Billing code: MQSMLINEUPANNUAL

Regards, 
Eduardo from the Mindpro team

Bump for update!

For our use case it would be #2 or #3.  Our one help desk supports multiple different products in a product suite.  Each of these products are running Agile projects with different sprints, etc.  Some are linked to Confluence site, some are not.  We have 4 service desks tied to 4 different projects.  We would like the ability to have one Service Desk for all, force user to identify product they need help with at time of submission and that put it into a specific product queue, but all our agents can view.  All agents could see the queues for each product and push into backlogs of any of the projects as needed.

{quote}

Hi everyone,
Could you specify the use cases with more details?

1. Is it the same team working on multiple projects? Or multiple teams? What are the projects used for?
2. When does your agent need to refer to both the queues and the dashboards, or even potentially boards or filters?
3. What would you like to achieve by having a service desk working across multiple projects?

Thanks!
The JIRA Service Desk team

{quote}

Use Case Answers:

1. Same team working on multiple projects.  Projects are all related to similar applications / environments but some customers have dedicated JIRA projects as we do a lot more than general support with them.
2. Agents would mostly refer to the one set of Queues that contain issues from multiple projects.
3. One place for Agent's to view ticket queues from so they do not have to have multiple tabs open to multiple different projects.  Current we use a Kanban board but miss out on the nice side menu of the queue system and it just feels clunky for the purpose.

Given that the queue system is currently so integrated with a project, perhaps this could be accomplished with a new "Board" type (i.e. a Support Board option in addition to the familiar Agile and Kanban boards).  These support boards would have the same layout as the Queues within a project but be populated entirely from JQL in the same manner as existing Agile boards are.

Would it be possible for someone on the Atlassian side to provide any type of update on this issue or even issue JSD-1034?

If this isn't something that is going to be considered, can you please let us know? Or perhaps suggest a workaround that could be use?

We too could use this feature.  We have multiple product lines, each running its own JIRA project with different boards.  We want one SD (as we have one Service Desk team answering questions across all products) through which all requests flow and then can be parsed out to various projects as needed if request includes bug, new feature requests, improvements, etc.

In my case, each project is used for support for a different service, and each service has a different set of possible issue types. For example, customers who use our software as an on-premise install of one of our products see a different list of issue/request types than customers who use our platform as SaaS.

I'm running into the same problem.

I have one team that will need to maintain multiple service desks. Although a filter and gadget could work, I need to have a real time solution. 

This brings on the importance of one main service desk queue that links to other projects/queues.

Hi everyone,
Could you specify the use cases with more details?

1. Is it the same team working on multiple projects? Or multiple teams? What are the projects used for?
2. When does your agent need to refer to both the queues and the dashboards, or even potentially boards or filters?
3. What would you like to achieve by having a service desk working across multiple projects?
   Thanks!
   The JIRA Service Desk team

Hi,

1. We have the same team working on multiple projects. One project is for support and other is for development.
2. It is very comfortable for us to use queues, because they are renewed automatically and have a convenient view.
3. We think it would be great to have all issues in one queue and to see the picture in one place.

Thank you! Good luck!

Regards,
Ivan

As a web development agency, we have multiple clients and multiple projects for each client. So Client A might have Project 1, Project 2, Project 3. Different people in the client work on different projects and I need them to log issues against their project.

I don't want to give the client say, 6, different portals - they will never log things in the right place. Ideally I would like a drop down list to be available on the portal screen so that they can choose the project they want to log the issue against.