キューを大規模に管理するためのベスト プラクティス

Queues are critical for service projects, since your agents use queues to categorize, prioritize, and take actions on work items. Queues also act as filters for work items. They can be set to show specific work items based on their type, status or something else, using a JQL statement.

As teams grow, it is important for you, as a project admin to consider how you set up your queues so the team can manage work items efficiently, which includes managing load times but also mental load for your team.

チーム作業の優先順位付け

From your project’s sidebar, queues are displayed under: Starred, any ‘priority groups’ created in the project, and View all queues. Queues in Starred and your ‘Priority groups’ will refresh and update their work item counts regularly. Queues under View all queues do not refresh, and are collapsed by default.

推奨事項:

個々のチームの成功にどのキューが重要かを検討します (たとえば、優先度が高い、SLA が期限切れになる、影響が大きいなど)。これらのキューをそれぞれの優先度グループに整理することで、エージェントは自分のチームにとって最も重要なキューに取り組むことができます。エージェントは優先度グループを自由に切り替えて、注力する対象を変えることができます。グループごとにキューに優先順位を付ける方法をご確認ください

Avoid queues that attempt to return too many work items

These queues have often been there since the beginning of your project. They help small teams visualize and design a structure that helps them grow. But as the number of work items in the project and site grow, these queues become a performance burden, especially when they are included in the refreshing sections.

推奨事項:

• Show only recent work items, e.g. use updateDate < 14d in your JQL.

• Use filters for viewing and managing large work item sets. Learn more about advanced searching in Jira Cloud.

複雑な JQL 句を使用するキューを再設定する

All queues utilise Jira Query Language (JQL), which is Atlassian’s proprietary language for querying work items. Similar to other database queries. Often it is better to have multiple simple queues than one complex one. Learn more about optimising JQL.

推奨事項:

• 複数のカスタム フィールド、複雑な関数、および/またはラベルにわたって分析するキューは避けましょう。

• サイトにインストールされている Marketplace アプリが提供する JQL 句によって、問題が引き起こされる場合があります。キューのパフォーマンスが低い場合は、その使用頻度を減らしましょう。

テキスト フィールドでキーワードを検索するキューを更新する

It is possible to create queues that will perform full-text searches across work items. These queues perform on-the-fly categorization, and might suggest room for improvement in your work item structure. For example, you might be trying to extract “summary ~ ‘fault’” or “description ~ ‘component name’” or the worst of all “text ~ ‘thing’”.

以下を推奨します。

• using request types and hidden fields to help customer categorize work items at point of creation, then build queues based on categories

• Automation rules to categorize work items (e.g. applying components or labels) then build queues based on categories.

• Use Filters or Search for finding specific work items.

個人向けに機能する動的キューを構築する

Queues in ‘priority groups’ are sometimes not for everyone. When faced with all the noise of a busy project, it’s not uncommon for individuals to create queues for themselves. Although this might boost their productivity, it will slow everyone else down who has to see and load a queue that is irrelevant to them.

以下を推奨します。

• building dynamic, personalized queues using JQL functions like “currentUser()”

• encouraging your agents to star queues that are relevant to them