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  1. Jira Service Management Data Center
  2. JSDSERVER-256

Add queue as a gadget on the dashboard

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

      NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.

      We would like the dashboard to display queues, tickets in breach of SLA and ticket at risk of breach, this would help us in managing our customers and at the moment doesnt seem to be a function available.

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            [JSDSERVER-256] Add queue as a gadget on the dashboard

            Charlie Marriott added a comment -
            Atlassian Update – 19 Feb 2021

            Hi,

            Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request.

            This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers).

            We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here, and how we prioritise what to implement here.

            To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues, and current work and future plans.

            Regards,

            Jira Service Management, Server & Data Center

            Charlie Marriott added a comment - Atlassian Update – 19 Feb 2021 Hi, Thank you for raising and watching this suggestion. We regret to inform you that due to limited demand, we have no plans to implement it in the foreseeable future. In order to set expectations, we're closing this request. This is an automated update triggered by low engagement with this suggestion (number of votes, number of watchers). We hope you will appreciate our candid communication and our attempts to become more transparent about our priorities. You can read more about our approach to highly voted suggestions here , and how we prioritise what to implement here . To learn more about our recent investments in Jira Service Management and Data Center, please check our public roadmap and our two dashboards containing recently resolved issues , and current work and future plans . Regards, Jira Service Management, Server & Data Center

            Trudy Claspill added a comment -

            We are also interested in displaying the service desk queues in a manner that would be visible to our customers. However we have an added caveat.

            We don't what to give our customers the Browse Projects permission in the underlying JIRA project.

            I know I can manually create a query that is equivalent to the Queues, and display that in a JIRA dashboard. However, our customers get errors accessing that dashboard if they don't have the Browse permission on the underlying project.

            If we give them the Browse permission, then they have access to view all the information in the case, including the internal comments. That defeats the purpose of having internal comments.

            Trudy Claspill added a comment - We are also interested in displaying the service desk queues in a manner that would be visible to our customers. However we have an added caveat. We don't what to give our customers the Browse Projects permission in the underlying JIRA project. I know I can manually create a query that is equivalent to the Queues, and display that in a JIRA dashboard. However, our customers get errors accessing that dashboard if they don't have the Browse permission on the underlying project. If we give them the Browse permission, then they have access to view all the information in the case, including the internal comments. That defeats the purpose of having internal comments.

            salvatore martina added a comment -

            Hi all,
            we also would like to know if it is possible to show queues and reports within a dashboard view; at the moment those are not a possibility within gadgets.

            i know we can use filter results gadget to show a queue as workaround...but what about reports?

            thanks

            salvatore martina added a comment - Hi all, we also would like to know if it is possible to show queues and reports within a dashboard view; at the moment those are not a possibility within gadgets. i know we can use filter results gadget to show a queue as workaround...but what about reports? thanks

            Martin Cleaver added a comment -

            Cross referenced to https://answers.atlassian.com/questions/18449908/answers/18809216?flashId=-1363144040

            Martin Cleaver added a comment - Cross referenced to https://answers.atlassian.com/questions/18449908/answers/18809216?flashId=-1363144040

            Martin Cleaver added a comment -

            In retrospect, defining it twice is just an inconvenience. It doesn't distract from the many other benefits.

            Martin Cleaver added a comment - In retrospect, defining it twice is just an inconvenience. It doesn't distract from the many other benefits.

            Martin Cleaver added a comment -

            Hey Shihab,

            We want to be able to show the queue status not just to Agents but to the (jira-users) customer base too.

            You say use a filter to show the queue on the dashboard. A queue is a named filter.

            Is there JQL that let's us reference the named filter by it's queue name?

            If not, then we'd need to duplicate each queue as a plain filter, having to endure that duplication would lessens the appeal of JSD.

            Thanks,
            Martin.

            Martin Cleaver added a comment - Hey Shihab, We want to be able to show the queue status not just to Agents but to the (jira-users) customer base too. You say use a filter to show the queue on the dashboard. A queue is a named filter. Is there JQL that let's us reference the named filter by it's queue name? If not, then we'd need to duplicate each queue as a plain filter, having to endure that duplication would lessens the appeal of JSD. Thanks, Martin.

            shihab added a comment -

            Hi,

            We already have an open feature request for email notifications for SLA breaches: JSD-87. Please vote on that issue and watch it for future updates.

            I've kept this issue to reflect the first request: to be able to embed a queue on a dashboard. A workaround for this in the interim would be to use the Filter gadget: https://confluence.atlassian.com/display/JIRA/Adding+the+Filter+Results+Gadget

            You can construct filters for issues about to breach SLA using JQL: https://confluence.atlassian.com/display/SERVICEDESK/Reporting+on+SLAs#ReportingonSLAs-CommonSLAqueries

            shihab added a comment - Hi, We already have an open feature request for email notifications for SLA breaches: JSD-87 . Please vote on that issue and watch it for future updates. I've kept this issue to reflect the first request: to be able to embed a queue on a dashboard. A workaround for this in the interim would be to use the Filter gadget: https://confluence.atlassian.com/display/JIRA/Adding+the+Filter+Results+Gadget You can construct filters for issues about to breach SLA using JQL: https://confluence.atlassian.com/display/SERVICEDESK/Reporting+on+SLAs#ReportingonSLAs-CommonSLAqueries

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              363d922011db brandon maher
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