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.
You as the service desk administrator can create new queues for your team. To create a new queue:
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 the JQL that will return the requests you want for the queue. If you are not familiar with JQL, you can click on the Basic link, and use the menu selection to construct your search criteria.
Select the fields that will be displayed when the queue is...