Queues
Queues are lists of requests with predefined criteria for agents to work through. You can think of them as JIRA filters. They help you and your teams organize the incoming requests into more manageable groups, so you can better prioritize them. JIRA Service Desk uses JIRA's search mechanism to configure queues, refer to Chapter 9, Searching, Reporting, and Analysis, for more details on JIRA search options.
Creating a new queue
You as the service desk administrator can create new queues for your team. To create a new queue:
- Browse to the service desk you want to add a queue for.
- Select on the Queues tab and click the New Queue button.
- Enter a name for the queue. It will clearly reflect its purpose and types of requests that will be in it.
- Enter ...
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