Ticketing, queues & SLA — found from sitemap — Jira Service Management

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Facts read from this source

• Queues purpose Report an error

  “Queues help your team organize and manage work items. They give agents a focused view of their work, making it easier to triage, prioritize, and take action on customer requests.”

• Queue filter criteria Report an error

  “Status (for example, “To do” or “In progress”) Work type (for example, “Bug” or “Request”) Assignee Priority Custom fields”

• Jql filtering Report an error

  “You can also use Jira Query Language (JQL) to filter work items.”

• SLA breach queues Report an error

  “By urgency – Create queues that shows work items based on how close they are to breaching a service level agreement (SLA), or based on approaching due dates.”

• Queue starred queues Report an error

  “Agents can star the queues for easy access, and admins can create dynamic queues that only show the work items assigned to the person looking at the queue.”

• Queue list view Report an error

  “List view – Shows work items in a table with columns you choose, such as summary, status, and assignee. Use filters and search to narrow down the list.”

• Queue board view Report an error

  “Board view – Displays work items as cards your team can move between columns that represent workflow stages (for example, “To do”, “In progress”, “Done”).”

• Queue calendar view Report an error

  “Calendar view – Shows work items on a calendar based on their start and due dates.”

• Queue view customization Report an error

  “You can add or remove views for each queue, and customize columns or filters to suit your team’s needs.”

• Queue preconfigured Report an error

  “You can use preconfigured queues, or create your own to match your team’s needs.”