Learn how to create a new queue that meets your requirements.
- [Instructor] An important aspect of the day-to-day…operations of your service desk agents…are monitoring incoming traffic.…Depending on the overall size of your company…managing the influx of daily tickets…can be very frustrating.…This is where the Queues feature comes in.…Queues allow you to separate issues into different…categories within the project itself.…Different gents can monitor different queues…and managers have quick access to the metrics…of the ticket currently listed in those queues.…Queues are created and configured in a similar…fashion to filters.…Columns displaying pertinent info can be adjusted…on a queue by queue basis.…
Let's get started.…Currently, we're on our Project Admin page.…On the top left of the screen…I'm going to hit this button here.…Which is our Queues button.…Depending on your project…you may have some, or all of the queues…item displayed here.…Don't be too concerned if your screen…doesn't look exactly like mine.…The All Open Queue displays all current tickets…in a status matching a to-do category within their workflow.…
- What is JIRA Service Desk?
- Creating requests and groups in the customer portal
- Creating new queues
- Linking to the knowledge base
- Configuring incoming email requests
- Adding automation with workflows
- Creating an SLA
Skill Level Intermediate
Atlassian JIRA: Installing and Administeringwith Sandra Toner2h 58m Intermediate
DevOps Foundations: Infrastructure Automationwith Ernest Mueller2h 6m Intermediate
1. Overview of JIRA Service Desk
2. The Customer Portal and Notifications
3. Service Desk Administration
4. Service Desk Workflows
5. SLAs and Notifications
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