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 10, Searching, Reporting, and Analysis, for more details on JIRA search options.
You, as the service desk administrator, can create new queues for your team. To create a new queue, follow these steps:
Browse to the service desk you want to add a queue for.
Select the Queues option from the left pane and click the New queue button.
Enter a name for the queue. It should clearly reflect its purpose and types of requests that will be in it.
Use the UI controls to create the search criteria. If you are familiar with JQL, or need to use exclusion logics in your query, you can click on the Advanced link and use JQL directly.
Select the fields that will...