Queues

Queues are lists of requests with predefined criteria for agents to work through. You can think of them as Jira filters. They help you and your teams organize the incoming requests into more manageable groups, so you can better prioritize them. Jira Service Desk uses Jira's search mechanism to configure queues. Refer to Chapter 10, Searching, Reporting, and Analysis, for more details on Jira search options.

Creating a new queue

You, as the service desk administrator, can create new queues for your team. To create a new queue, follow these steps:

1. Browse to the service desk you want to add a queue for.
2. Select the Queues option from the left-hand panel and click the New queue option from the Switch Queues drop-down...