What is the best way to manage and report on queues in Jira SD?

[Chris]

Hello everyone,

We have 1 service desk project that contains 4 different teams, help desk, security, infrastructure and data. I can't seem to be able to search for issues in a specific queue in Jira.

We want to be able to:

1. Report on the all issues each team have worked on historically, whether it's been resolved in that queue or investigated and assigned elsewhere. Ideally we search for the queue, but if its not possible maybe we could create issue types?

2. We also want to add SLA's to each queue. How could we manage this?

Basically, we want to manage each queue as if was it's own "project" however I have read it can be bad practice to separate each team into different projects.

Looking forward to your advice and thank you in advance!

Chris

[Chris]

Hey John, 

Great, ill take it haha.

It doesn't really exist at the moment, they are moving tickets into different queues and isn't being reporting on or captured. They are using customer request fields but its not set up very well.

Ah okay, yes that could work. Can you also use issue types or you can't filter the queue like that? I was thinking of having an issue type for each team.

Thanks!

[John Funk]

Hi Chris,

I don't have answers for all of this, but a few questions for you first, haha.

How are you capturing which team works on the issue? Do you have a separate custom field where you record that? If not, that would be my suggestion. Then you just include the value of that field in the filter for the Queue. 

[John Funk]

Yep, you can use issue types as well. You might consider creating a Group in Jira User Management for each team. And then populate the group with the people in that team.

Then you can use the Group for sending emails, notifications, etc.

Then create a custom field of single group picker type. Use that field to assign the team (i.e. using the value of the group for that team that you created in User Management). 

It's a little more overhead but gives you some more flexibility to use in other ways. For instance, a request comes in and is assigned to a team. Then you can have an Automation for Jira rule that sends and email to the group value in that team, meaning everyone one in the group gets an email that the request has come it. Or you can just let them work out of the queue for seeing new requests. Just some more visibility potentially.

[Chris]

Okay, that sounds very good actually. Thank you a lot for that advice.