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Suggestion
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Resolution: Done
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22
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7
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NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.
"Queue Groups" Will begin rolling out to all Jira Service Management sites. You can read this blog for more details on the feature here
Thanks,
Ash Young
"Queue Groups" Will begin rolling out to Jira Service Management Enterprise next week (27th December). You can read this blog for more details on the feature here
Thanks,
Ash Young
The "Queue Groups" feature is officially on our public roadmap: see here
We'll provide a further update when we begin our progressive rollout to all customers.
Thanks,
Ash Young
We've recently picked up this request and are working on new features that will allow JSM users to organise Queues into customizable groups.
We'll provide more updates on this ticket as we confirm our timelines.
Thanks,
Ash Young
Summary
In JIRA ServiceDesk, you are able to add queues in order to organise work. This is good for categorising tasks based on various use-cases, such as Geographical Distribution of Employees, or to highlight issues that need the most amount of attention.
Creating many queues causes a long list to form, which is may be difficult to navigate under some circumstances.
Steps to Reproduce
In a JIRA Service Desk:
- Make many queues as per: Make queues for your service desk teams
- Observe that as the list gets longer, it is harder to navigate.
Expected Results
A method to collapse, or arrange Service Desk queues in a logical fashion.
Actual Results
No method to arrange queues into sub-categories exists.
Workaround
Some users have discovered by:
- Clicking the Queues Tab
- Create a New Queue
- Using Unicode characters such as: ↳ U+2183 in the name of the queue, meets their requirements.
Original Submitted Request:
Like anything else, as soon as you have more than a handful of queues, having some method to group queues become important.
This is what we have right now in our SD implementation, but what we really want is to be able to group queues ( and probably reports too ). See attached.
Our base scenario is that we are setting up a single Service Queue so we can have a single Customer Portal entry point, but we have multiple teams ( Systems Support, Software Support, Data, ... ) as service agents, and need to setup queues for them.
We also have multiple locations, and again want to offer a single entry point for our users, but share the backend so support teams can cover for remote locations ( which may or may not have local teams ). This could also be resolved if the customer portal was separated from the agent portal so they could be mixed and matched based on usage patterns ( one to one, many to one, one to many, ... )
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[JSDCLOUD-285] Allow Service Desk queues to be grouped
We've recently picked up this request and are working on new features that will allow JSM users to organise Queues into customizable groups.
We'll provide more updates on this ticket as we confirm our timelines
Ability to create queue groups will better facilitate team views of queues related to their service area/components.
Now there are only two options: Team Priority or Other Group – this is not sufficient
Please make this a priority to implement in Cloud!!
It would be super nice to have queue grouping, so that you can create groups for queues and expand/collapse a group for a cleaner look and a better overview of queues.
In our case, we create many queues and each groups of queues got a different aim (for exemple, we have queues for each account and also queues for each assignee, etc., the first group is used by project managers to see queues related to the accounts they manage and the second group is used by our dev team to see what do they have to do).
So, grouping them would really help us. For now we only have one huge group with many queues and it's sometimes hard to work with.
Commenting to up this - this is a really important feature for our team to use, and we can't afford some of the very expensive add ons
Would be super nice to have queue grouping, so that you can create groups for queues and expand/collapse a group for a cleaner look and a better overview of queues.
There are numerous customers that need to have a large number of queues, and not being able to group them makes the list of queues hard to work with.
I wrote a chrome extension that does grouping based on a prefix of the queue name. Check it out here https://chrome.google.com/webstore/detail/jira-enricher/jlihclacpdikdmpcajoippnebilifkfm?hl=en-GB
Question:
an attachment shows grouped Queus, how do I set this up?
I exactly looking for this as I need it
matt.kinsey84022977, Service Desk queues are only meant for Service Desk agents. Their user account(s) has an additional benefit of viewing a Service Desk project differently than a non-agent would (a non-agent will only view a simplified project view; similar to how a non-Jira Software user views a Jira Software project).
Hi everyone! I've opened my calendar for F2F feedback and questions regarding Priority group.
If you're interested in Priority group and are interested discussing how the feature would work for your sites - pick a time in this link and I'll speak to you soon!
I'm interested to hear from everyone (Free/Standard/Premium/Enterprise) so please find a time that works for you.