Create a new queue
Queues help your team organize and prioritize work items. Projects come with preconfigured queues, but you can create your own to organize work items in the way that works best for your team. For example, you could create a queue for requests from the APAC region, or for organizations with a platinum support level. Read more about how queues work in Customer Service Management.
Create a new queue
To create a new queue:
Next to Queues in your project, select More actions (), then Queue settings.
Select Create queue.
Enter a name for your queue.
In the Filter by section, choose filters such as work type, status, resolution, or label.
To use advanced filtering, select Advanced and enter a JQL statement.
(Optional) Choose how to order the queue from the Order drop-down menu.
In the Columns section, drag and drop columns to set their order in your queue.
Select Create.
Create queues based on customer or organization details
Use Jira Query Language (JQL) to create queues that show work items based on customer or organization details, like their location, support tier and more.
Customer JQL functions
Syntax: customerDetail( )
Supported fields: Reporter
Supported operators: IN , NOT IN
Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED
Examples
Create a queue for all requests reported by customers in the APAC region:
reporter in customerDetail("Region", "APAC")Create a queue for all requests reported by customers who are not technical contacts
reporter not in customerDetail("Role", "Technical Contact")
Organization JQL functions
Syntax: organizationDetail( )
Supported fields: Organization
Supported operators: IN , NOT IN
Unsupported operators: = , != , ~ , !~ , > , >= , < , <= IS , IS NOT , WAS , WAS IN , WAS NOT IN, WAS NOT , CHANGED
Examples
Create a queue for all requests shared with organizations in the APAC region:
organization in organizationDetail("Region", "APAC")Create a queue for all requests shared with organizations that are not in a platinum support level:
organization not in organizationDetail("Support level", "Platinum")Create a queue for all unresolved requests shared with organizations that joined on 2023-08-24 where the date is in YYYY-MM-DD format:
resolution = Unresolved AND Organization in organizationDetail("Joined on", "2023-08-24")If you have a multi-select dropdown that contains up to two values (option1 and option2 ), you can create a queue for all the organizations where both values are present:
resolution = Unresolved AND Organization in organizationDetail("Options", "option1") AND Organization in organizationDetail("Options", "option2")
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