Is there a way to rearrange the tickets in the queue for everyone (not just your view)?

[Jillian Marabut]

Is there a way to rearrange the tickets in the queue for everyone (not just your view), in a way that high-priority tickets appear at the top most portion? 

I tried rearranging through clicking the priority field header in a descending order. It worked — the high priority ones appear on top regardless of the date it was created then the rest follows based on ticket creation date. However, this updated view/queue arrangement, is only seen on my end. When I asked other users to access the queue, nothing has changed for them. 

Any direction would help. Thank you! 

[Dirk Ronsmans · Accepted solution]

Hey @Jillian Marabut ,

when you click the headers it does indeed only change for you as your personal settings.

If you wish to change it for everyone (by default) you will need to "edit the queue" itself. If you have the rights to do so you can click on the ... (3 dots) at the tops of the queue and go to edit queue.

There you can set the order criteria in your queue filter.

https://support.atlassian.com/jira-service-management-cloud/docs/edit-queues/

If you don't have the permissions you'll have to ask a (project)admin to do it.

This will however just set the default and the agents will still be able to sort on their own criteria if they wish to do so.

[Jillian Marabut]

Thank you so much, @Dirk Ronsmans this has been really helpful and is exactly what I'm looking for. It worked fine.