Overview

As an agent of Jira Service Desk, you spend much of your day bouncing between queues, juggling request priorities and chasing SLAs. Triaging requests is frequently a collaborative process where time is of the essence, so in an attempt to increase productivity, you create another queue. Then another, and one more while you are at it. Instead of one more queue slice and dice request, you wish you could filter and sort existing queues inline.

Smart Queues for Jira Service Desk enables agents to save time and increase productivity by sorting, filtering, and searching for issues in their existing JSD queues.

Highlights:

• Filter issues by one or more keywords and field values across multiple columns.
• Combine filters with the ability to sort one or more columns for even more customized views.
• Queue filter and sort options are maintained even after you leave the page.
• Smart Queues builds upon the native queue configuration, so no additional setup is required after installation.

Using Smart Queues

Once Smart Queues for Jira Service Desk is installed, administrators and agents can navigate to the app by selecting the Smart Queues icon from the side panel. Smart Queues will work with all existing queues that your user account has permission to access. 

Image Modified

Queue Selection

You can easily navigate to or between queues by clicking the down chevron in the table header. There is no need for additional configuration because Smart Queues for Jira Service Desk is already aware of your existing queues. 

Image Modified

Sorting Queues

Smart Queues for Jira Service Desk provides users with single- or multi-column sorting and maintains your sorting preferences even after you leave the page.

Single Column Sorting

Clicking on any column header will sort the queue by that column. A→ z and Z→ a

Image Modified

Multiple Column Sorting

You can sort on more than one column by holding the SHIFT key (MAC and Windows) while clicking a column header. As you select multiple columns to sort, Smart Queues will maintain a sort hierarchy based on the order of your selections. For example, if you sort by Request Type and Status, Smart Queues will first sort all of the request types, then sort the different statuses within each request type. 

Image Modified

Reset Sorting

Easily remove sorting criteria by clicking on the expanded menu option button in the upper right-hand corner and select "Reset Sorting".

Image Modified

Filtering Options

Quickly narrow down queues with large lists of requests with powerful filtering options.

Typeahead

Text-based columns include typeahead capabilities, which allow you to filter by one or more data points across multiple columns or search for a specific keyword or phrase to instantly locate specific issues in your queue.

Image Modified

Selection Filters

Instantly filter issues by selecting one or more values from any number of column pick lists.

Image Modified

Clearing Filters

To remove all filters from your current queue, click on the expanded menu option button in the upper right-hand corner and select "Clear Filters".

Image Modified

Additional Actions

Edit Queue or Add New Queue (Administrators-only)

Jira Service Desk administrators can quickly edit the existing queue or add a new queue by clicking on the expanded menu option button in the upper right-hand corner and select "Edit Queue" or "Add New Queue".

Refresh Issues

To refresh the list of requests within the current queue, click on the expanded menu option button in the upper right-hand corner and select "Refresh Issues".

Hiding Filters

While reviewing queues in a collaborative setting, you may find that you need additional screen space to display the active set of requests. To hide filters, simply click on the expanded menu option button in the upper right-hand corner and select "Hide Filters".

Image Modified