How to have multiple queues for different teams in a project.

[Amardeep Banga]

Here is what we are doing in our instance of JSM.

We have a project created for our IT support.

We have multiple Tiers and tracks providing support to internal employees for their IT needs.

We have Service Desk Agents/Application Specific Admins working in the same JSM Project.

What we are trying to achieve is that we want to create routable queues where in the service desk agent can route the incident/task to a specific queue look after by the dedicated admin.

I see there is an option to create queue, but that more of a query based view which doesn't solves the purpose.

Any ideas how we can achieve this in Jira?

[Rilwan Ahmed · Accepted solution]

Hi @Amardeep Banga 

Welcome to the community.

For the case you are facing, we had solved it by creating a group picker(single group) custom field. 

1. Identified users for each group and created groups for them. (Example: IT Hardware group for Hardware related issues and add users who deal with those tickets)
Go to Admin -->User Management --> groups --> Create groups

2. Create  group picker(single group) custom field and name like "Assignee group".

3. Add the custom field for related project issue type screens where required.

4. Create queues based on the "Assignee group" JQL condition and share the queue link with respective teams.
Example: Assignee group = "IT Hardware group" and status != Resolved

5. When ticket is created, helpdesk/agent just edits and adds the required group in the ticket. It will display in related queues.

Even you can create automation rules to auto-update assignee group field based on the text link the summary/description fields. 
Example: summary ~hardware

[Ravi Sagar _Sparxsys_]

Hi @Amardeep Banga 

The queues in JSM are based on JQL which can be based on any field in Jira.

In your case you can use workflow to define the lifecycle of the incident. For instance if you move the issue from one state to another then you can also create a queue based on that status.

For instance when you escalate the issue or send it to 3rd party, there can be a separate queue for this team. Along with queue you can also create dashboards to assist team find their tickets and report on them.

I hope it helps.

Ravi