Configure queue to span multiple service desk projects

[Pete P]

I've got 4 service desk type projects.  Is it possible to configure the queues so the filters span multiple projects?  My users are complaining they would prefer to see all their queues from one page rather than having to go to 4 separate projects.  I tried a bit with the queue edit feature but couldn't seem to get it to span across projects. Any guidance appreciated.

[Jack Brickey · Accepted solution]

There is an add-on that will do that if that is an option for you. The other option would be to move away from cues and have your agents using see a kanban board or a filtered list. 

[Pete P]

Thanks @Jack Brickey  I'd be interested in looking at the add-on, do you know the name?

[Jack Brickey]

queues-for-jira-service-desk 

I have not use this myself. Also worth noting that there are others out there I believe so you might want to check the marketplace. 

[Pete P]

Many thanks :)

Darn I see it is just for Jira cloud and we use server, I will search for another.

[George G]

5 years on, is this possible yet?

[Marcel Hager]

Still not possible as far as I can tell. As usual, something that should be simple to set up is not even a feature.

But so far this is my experience with Atlassian products, lacking features or features that never get enhanced after release. So many things require a 3rd party app, and many of those are very poorly built and themselves lack basic features.

[Florian]

Hi Kyle. As far as I know this is not possible as the JQL filter of a queue is implicitly for one project only. So even when you don’t mention the project it will only show tickets of the current project.

But you can use a shared filter instead. Shared filters can collect issues from multiple (all) projects. If you have a Jira Software license as well you can also try to show your service desk tickets on a kanban board. But be aware that a board that shows issues from a JSD project behaves strange for customers. Only JSD Agents should work with this board. I can’t remember what happens but I tried to show JSD tickets on a kanban board and it did not work well. But that’s OK as the license agreement says that only JSD Agents are allowed to work with JSD tickets. 

Another workaround is to use Automation for Jira to move all tickets to a single project. This idea is from one of our consultants. They said that a single Jira Service Desk can only handle one email address and it can therefore only create one type of issue. But you can create multiple projects for different issue types and then move these issues to one global Service Desk with automation rules. Perhaps this is the better approach as it keeps your team in an environment that they already know. 

[Pete P]

Thanks @Florian , good suggestions.  I will try the add-in suggested by Jack as well as the methods outlined above.