We've release Priority groups to represent different agent focuses within a JSM project.

You can read more here

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.

definitely needed to be able to group queues together , right now there is only 2 groups which is not enough

This would be greatly needed. Ever since we started using Jira ServiceDesk this was an issue.

Today we have almost 30 different Teams that tickets can be assigned (network / Infrastructure / DevOps / Local IT country X Y Z / Telephony / several Dev.Groups depending on the application in question etc) and we cant have 30 different queue views for service requests / incidents etc.

We ended up solving this by creating a custom field called "Assignment Group" which we use to set which "Team" the ticket belongs to, then we have Dashboards instead for each team that shows all service requests / incident with Assignment Group = "their team".

Its a shame the "Teams" feature in cloud is only for Plans in Advanced Roadmaps. It would be awesome if that field could be used for f.ex ServiceDesk so you could setup Teams with members and then create a queue with JQL to only show tickets assigned to the Team(s) you are a member of so you would only need one queue which would show different tickets based on which Team you're a member of.......

@ Collin McArdle, @ Tim Eddelbuettel, @ Olivier Martineau, and all. I want to proudly announce that our Queues for Jira Service Desk app solves this problem. It is available for both Jira Server and Jira Cloud. Please check it on the Marketplace.

If you have any question, don’t hesitate to e-mail us at contact@intenso.support

https://marketplace.atlassian.com/plugins/com.intenso.jira.queues-extension/cloud/overview

Best regards,

Katarzyna

This functionality is really needed in our environment as well. We are a global company with one central call center (Help Desk). The Help desk then queues tickets to different groups Network / DBA / Systems / Apps / Local IT. We have over a hundred local IT members who do not need or want to see each other's work. Cleveland Baseball does not
want to see a queue made specific to our Yellowstone National Park location.

Please develop....!

Since JIRA 7 and the new project navigation, this needs a higher priority than before.

This kind of feature would be greatly appreciated (team with 20 agents).
More, I think that you should :

• either give the possibility to each agent to select which queues he wants to see
• or give the possibility to each agent to apply filter on existing queues

We have about 100 users with different needs on a big global service desk project.
Having visible all queues to all users only difficult and slows daily work for support team.