JQL - Create Queue that combines multiple project tickets

[thomas.duffin]

Our maintenance team service multiple different products using the Jira platform. As such, using multiple different queues for customers makes sense, but this is hard to manage on the maintenance side.

Using JQL, I can see that project names/codes can be filtered out

(ie project = "SM")

however, when setting up a Jira Queue, I can only filter out one project for an arbitrary reason: 

Even though the JQL (to filter multiple projects together) is valid, because it pre-filters out whatever project I have selected, it has no effect.

Does anyone have a solution for this?

[Fabian Lim · Accepted solution]

I believe that the JSM queues only pickup within the same project.  

The recommendation would be to create a new dashboard with a results gadget that combines all the projects (e.g. project in ('SM', 'Other Project name') AND resolution = unresolved).

Cheers

[thomas.duffin]

Thanks for the response Fabian! I'm going ahead and implementing your recommendation as we speak. Might not be as elegant as initially planned by my supervisor but I can see the benefits of the dashboard setup. Thank you :)

[Jack Brickey]

the definition of JSM queues are limited to the associated project. You cannot define projects in the JQL of a queue. Queues cannot span multiple projects.

[thomas.duffin]

Thanks for the response! I'm gonna go ahead with Fabian's suggestion of creating a Dashboard that combines them there. Thanks :)

[SHAIK AMEENULLA]

Do we have any other apart from the dashboard ?

[Maciej Latt _Deviniti_]

If you prefer a native Jira solution, you can use Issue Navigator with custom filters. You can create a JQL query to filter tickets, for example: project in ("Project1", "Project2", "Project3") AND statusCategory != Done ORDER BY created DESC.

Once you save the filter, you can use it in different parts of Jira, for example on a Kanban board or share it with all support team members who will access it directly.

However, this solution might only be a workaround if the native queues are too limiting or if you don't want to use dashboards. Your team can switch between several filters that are shared among team members, but it might require more manual management.

If you're looking for a more streamlined and efficient way to manage queues across different projects, you might want to consider Queues for Jira & JSM. It allows you to create queues that span multiple JSM projects, making it easier to manage requests without switching between different queues. Let me know if you need more help!

[Jack Brickey]

Hi @Maciej Latt _Deviniti_ , you should review the guidelines for partner. It helps members of the Community better identify the source of answers/replies. Cheers!

Atlassian-Partners-Rules-of-Engagement 

[Jack Brickey]

Hi @SHAIK AMEENULLA , what do you mean "any other". What solution do you have in mind? You could consider creating a Kanban board or simply use a JQL filter.