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Jira Automation docs have moved

All content related to Jira Cloud Automation, previously under the Automate your Jira processes and workflows section, have moved to the new Cloud Automation docs.

Go to Cloud Automation documentation | Why did we do this?

How are queues used in Jira Service Management?

When a customer sends a request, it appears as an issue in your queues. Queues triage requests for you and enable you to quickly view, assign, and transition them. Your service project comes with a set of pre-configured queues, but you can create your own to suit your needs.

As you can have multiple queues, you can set up your queues so they triage requests the way you want.

When you create a queue, you can choose what requests are filtered into it. For example, if you’re in an IT support department, you can create a queue for phone-related requests and another for computer-related requests.


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