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Suggestion
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Resolution: Unresolved
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None
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22
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6
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NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.
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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[JSDSERVER-285] Allow Service Desk queues to be grouped
+1000 for me. As a consultancy, the primary use case for JSD, this is needed ASAP. to be able to have a mother queue for a project and then separate queues within it really helps the productiveness tenfold. It makes it so much clearer.
+1 from me. Similar to https://jira.atlassian.com/browse/JSDCLOUD-8287 but same principle applies - scrolling through a long list of queues is unmanageable! How do other growing companies with multiple teams cope??
Iman Ghanizada
added a comment - The Queue Collapse plugin is good, but Atlassian – please build this out as native functionality!!! Voted.
Iman Ghanizada
added a comment - The Queue Collapse plugin is good, but Atlassian – please build this out as native functionality!!! Voted. I take that back, it works but appears the padding isnt quite right, when NOT using the grouped the item appears too close to the left.
It appears to be working however I am getting some odd artifacts next to the queue button. See attached.
Hi jfranconi1340445747, the addon supports JIRA 7.3/SD3.3 as of January. Can you please confirm that it is not working for you?
The Service Desk Queue Collapse AddOn does not support JIRA Core 7.3.0 or Service Desk 3.3.0.
Hi angus.law,
Service Desk Queue Collapse AddOn for JIRA Service Desk 3.2.x is available now. 
If you like our free AddOn, I would appreciate if you rate the AddOn on the marketplace.
Angus Law
added a comment - Hi Nikola,
The Service Desk Queue Collapse AddOn doesn't work with JIRA Service Desk v3.2.x - can it be updated please?
Angus Law
added a comment - Hi Nikola,
The Service Desk Queue Collapse AddOn doesn't work with JIRA Service Desk v3.2.x - can it be updated please? Hi, you may be interested in our new free Service Desk Queue Collapse AddOn.
Greg Warner
added a comment - I get a question mark too. We'd love to have this implemented. We have 38 queues.
Greg Warner
added a comment - I get a question mark too. We'd love to have this implemented. We have 38 queues. 
John Rana
added a comment - Hi,
Wish it was that easy for me as well!
However, I'm getting a question mark instead when I'm trying to do this, I've tried in Chrome and Mozilla.
I can paste the symbol in the correct place and the text below suggest that the queue will have an arrow next to the name.
But when I click Save I get a question mark instead of the symbol.
It doesn't matter if i write the symbol together with normal text.
I thought it could be related to my browser settings, so I've set the fonts to unicode-8 but I still get this error. I can see the symbol in this thread so I'm not sure that is the issue.
John Rana
added a comment - Hi,
Wish it was that easy for me as well!
However, I'm getting a question mark instead when I'm trying to do this, I've tried in Chrome and Mozilla.
I can paste the symbol in the correct place and the text below suggest that the queue will have an arrow next to the name.
But when I click Save I get a question mark instead of the symbol.
It doesn't matter if i write the symbol together with normal text.
I thought it could be related to my browser settings, so I've set the fonts to unicode-8 but I still get this error. I can see the symbol in this thread so I'm not sure that is the issue. Hi thanks for the work around , whatever am doing i cant get it to work with my queue
i just wrote ↳ name of the queue and even tried name of the queue ↳ other queue name etc ,
can you please provide with en example ?
Kristina Dombayan
added a comment - Expanding and collapsing would help a lot also 
Jeremy
added a comment - This would make our workflow significantly better too. It reduces clutter and will make out team more efficient. Please consider implementing this.
Jeremy
added a comment - This would make our workflow significantly better too. It reduces clutter and will make out team more efficient. Please consider implementing this. 
Juan Peraza
added a comment - I want to be able to expand and collapse the queue groups, if this issue is ever implemented.
Juan Peraza
added a comment - I want to be able to expand and collapse the queue groups, if this issue is ever implemented. Hi it's very urgent this fail When insert code for example: star or asterisk "#92425#57*#" not display this symbol on description or enviroment
Camilo Russi
added a comment - - edited Hi it's very urgent this fail When insert code for example: star or asterisk " #92425 #57*#" not display this symbol on description or enviroment 
Ben Arundel
added a comment - +1 for this I agree this would be useful for the Atlassian customer facing teams as well.
Katie O'Hern
added a comment - This would be extremely useful for us as well! We would find this extremely useful for us as well. We would ideally like the group header (e.g. "Local", "Global") to be a clickable link to display all sub-queues and hide all sub-queues.

Hi
We are currently exploring the grouping of Service Desk queues in Jira Service Management. Your insights and feedback are invaluable in shaping this feature!
If you're interested in discussing potential solutions, we’d like to invite you to participate in a 45-minute interview and usability test.
Please email us at umauersberg@atlassian.com
, referencing the ticket and sharing how you use Jira Service Management.
We look forward to hearing from you!
Kind Regards,
Uli Mauersberg
Jira Service Management, Data Center