Page History

...

Filters can also be used in Dashboards to show a result.

Queues (Service Management only)

Edit an existing queue

1. Go to your Service Management project
   Image Added
2. Select Queues in the right panel
   Image Added
3. Select the target queue from the list via Switch Queues
   Image Added
4. Click on the three dots menu in the upper right corner. You can also edit queues by using the pen icon on the upper left Queues panel.
   
   
5. Select Edit queue. Edit a queue in the Queues for Jira Service Management app.
   Image Added
6. Make changes.
7. Click Save.

Sort requests within a queue

From a queue, you can sort your requests based on your columns by clicking the column name.

To sort requests:

1. From your service project, go to Queues.

2. Select the queue you want to sort requests in.

3. Hover over the column name that you want to sort to see how it’s sorted.

4. Click on the column name to sort the queue. For example, clicking Summary will sort your requests in alphabetical order.

Image Added

Edit multiple issues at the same time

1. Go to your service desk project
2. Select Queues in the right panel
   Image Added
3. Select the target queue from the list via Switch Queues
   Image Added
4. Select the tick boxes to select (multiple) issues
   Actions will appear that can be applied to all selected issues: Link, Comment, Assign, Watch and Delete.Image Added
5. Follow below procedures to change multiple requests in bulk.

Add comments to multiple requests at the same time

Rather than add a comment to a request or issue one-by-one, you can comment on many requests at the same time using bulk actions.

To comment on multiple requests:

1. From your service project, go to a queue that shows all the requests you’d like to comment on.

2. Click the box beside each request you’d like to comment on.

3. Click Comment in the action bar.

4. Enter your text comment.

5. Click Comment to add the comment to the requests.

You can only add plain text to the comments, attachments cannot be added to multiple requests this way.

Image Added

Assign multiple requests at the same time

This is only assignment of a issue, no allocation! This can only be done via the workflow

To assign someone to multiple requests:

1. From your service project, go to a queue that shows all the requests you’d like to assign.

2. Select the box beside each request you’d like to assign.

3. Select Assign in the action bar.

4. Search and enter the person under Assignee.

5. Select Assign to assign the person to the requests.

Note: You can only search and assign people in your team.

Image Added

To Stop/Start Watching multiple requests:

1. From your service project, go to a queue that shows all the requests you’d like to assign.

2. Select the box beside each request you’d like to assign.

3. Select Watch in the action bar.

4. Select Start watching issues or Stop watching issue.

5. Select Confirm.

Watch will only apply for user, you cannot add other watchers to issues via this option, this can only be done in the issue itself.

Image Added

Delete multiple requests at the same time

To delete multiple requests:

1. From your service project, go to a queue that shows all the requests you’d like to delete.

2. Select the box beside each request you’d like to delete.

3. Select Delete in the action bar.

4. Select Delete to confirm that you want to delete the requests.

Note: You need the required permissions to delete requests. Deleting a request is irreversible.

Image Added

Export

You can export Jira search results or filter results to excel in two easy steps.

...