Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Check out your queues
Customer requests are organized into queues. Queues let you quickly view, triage and assign requests as they come in. They also provide high-level information on an issue; usually a summary, status and customer name. Adding work categories (Service requests, Incidents, Problems, Changes, or Post-incident reviews) to your service project adds extra functionality to queues and your issues. Learn how to add work categories to any of your service projects.
Queues are normally sorted by a Service Level Agreement (SLA) or goal for your team's service interactions. A clock on the issue indicates the time until your team's next target is due.
To find your queues:
From your service project’s navigation sidebar, select Queues.
Use the sidebar to switch between queues.
To find your work category queues (if enabled):
From your service project’s navigation sidebar, select Service requests, Incidents, Problems, Changes, or Post-incident reviews.
Use the sidebar to switch between queues.
You can learn more about queues and how to use them in our documentation. Learn how to manage your incoming requests with queues.
It is possible for an under-performing queue to present a warning instead of showing the number of issues in that queue. In this occasion, project admins are advised to reconfigure the queue’s filters. Learn more about the best practices for managing queues at scale.
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