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:

1. Make many queues as per: Make queues for your service desk teams
2. 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:

1. Clicking the Queues Tab
2. Create a New Queue
3. 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, ... )