Can agents create their own queues visible to only themselves?

[Nielsen]

Can agents create their own queues visible to only themselves?

eg, i want to see all tickets assigned to me that are from our customer called google. the setup would be Assignee=nielsen, status = less than resolved (meaning, new, in progress, waiting for customer, etc), customer=google.

it means staff can create views that apply solely to them so that they can track their time better, but it does not need to be a general queue because you don't care about other agents' tickets with google. 

[PhilSpo · Accepted solution]

There is usually one out of the box called 'Assigned to me'

It uses the jql of assignee = currentUser(), you can modify this or create a new one that is similar.

The queues are visible for everyone, you cant hide them. You can 'Star' them I believe so they appear in your favourites, or you could set up your own issue filter that you can use. But the standard functionality is that for every queue you create in the servicedesk, all the agents will see them.

Phil

[Nielsen]

Thanks for that Phil!

And only admins can create/edit queues right?

So, agents can't create private queues? Queues that they have created and that are only visible to them?

[PhilSpo]

Yes you are at the mercy of the admin to create the queues for you. 

Agents dont have the ability to create/amend queues unless they are given administration rights.

They can create their own issue filters though that they can make private. They could embed these into a dashboard and use this as a 'queue'

Phil

Phil

[Nielsen]

You are awesome! thanks again for that :)

one more thing, can you please help me out on how to do that:

They can create their own issue filters though that they can make private. They could embed these into a dashboard and use this as a 'queue'

Thanks heaps :)

[PhilSpo]

No Problem,

Yes if you go to the 'Filters; option at the top of your screen, and choose 'advanced issue search'

Put in the details of your filter (either in JQL or Basic mode)

Once your results are correct you can 'SAVE AS' and give your filter a name.

You then just need to create a new dashboard and use the 'Filter Results' gadget. You then just need to select the name of your saved filter and what columns you wish to display.

Phil

[Nielsen]

Loving this community! thanks heaps Phil!! :)

I actually posted another question, if you're still open to helping me out.

Can we differentiate request visibility between managers and staff in the same organisation?

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Can-we-differentiate-request-visibility-between-managers-and/qaq-p/1444125#M56871