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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.

The total number of queues is limited to 300 per service project per work category across all sections. Any given queue will only refresh its count up until 999 issues at which point it will display 999+.

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. Learn more about making queues for your team.

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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