Call Queues

[Michelle Boldison]

From using many servicedesk software's, I've always been able to create queues for departments /roles.

So all tickets can come into the SD,

then they can in turn re-allocate a ticket to, say, 2nd line ....

with no engineer allocation - as the next team will allocate themselves from within their team.

How do I set this up in Jira please, as all I can find is filtering 1 big queue which is not really helpful to this request

Thank you

[Sachin Dhamale]

@Michelle Boldison ,

Welcome to the Atlassian Community.

In JSD also you can create multiple queue. based on different criteria.

like you mentioned all ticket will come into on queue. Then they will reallocate to other engineer. So here you can create queues as per each role/user/assignee.

Also You can create queues as per department or based on status or if any issue get escalated then you can have a separate queue for that. 

So it will be based on JQL. Here is how you can create different queues

Accept the answer if it helps

[Rilwan Ahmed]

Hi @Michelle Boldison 

Welcome to the community.

1. Trying to understand your problem
All tickets are now are shown in single queue in a Project. You can want to filter them to different queue and 2nd line support just looks into thier queue and picks up the ticket. Correct ?

2. Jira service desk or Jira software tool ?
You have mentioned SD in your description and jira software cloud in the tags. So can you re-confirm if your are using Jira-software cloud or Jira Service Management (service desk) cloud ?

[Michelle Boldison]

Sorry I Don't quite understand your understand - apologies

There should be 1 portal for the customer to see

all tickets then come in the Servicedesk Queue

if required to escalate they should then be put into another queue for that team to see/ allocate to specific person.

1 queue with filtering is a very messy way to do this,

Yes we have Jira 

[Rilwan Ahmed]

Hi @Michelle Boldison 

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

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 Settings-->User Management --> Groups --> Create groups
Click on created group and Add members to it.

2. Create  group picker(single group) custom field and name like "Assignee group".
Admin Settings --> Custom Fields --> Create custom field

3. Add the custom field for related project issue type screens where required.
You can find them in Project settings -->Screens --> select the Issue type and add created field in Create Issue, Edit Issue and View Issue screens

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 the ticket 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 in thhe summary/description fields OR any other field conditions
Example: summary ~hardware