Configuring Queues


About Queues

Queues allow you to display and manage a list of issues in Rich Filter Results gadgets. They are ideal for organizing support requests (by support agent, service desk, request type, etc.) and for managing lists of issues in general.

Queues are based on configurable JQL queries that further filter the issues returned by the rich filter. One or multiple queues can be displayed in a Rich Filter Results gadget, and each queue can use one or multiple views to display its issues. Each queue also has its own sorting criteria, independent of the others.

Here are some of the main features of the queues displayed in Rich Filter Results gadgets:

  • Queues are displayed as tabs; users can simply switch between them with one click.

  • Each queue displays, next to its name, the number of issues it contains. This is useful for letting users know about the queues that require attention.

  • The queues displayed in the same gadget are independent of the current view, page, and sort order.

  • When you switch from one queue to another, the displayed list of issues and the issue counts of all the queues in the gadget is refreshed.

Queues' Key Attributes

You can add new and see existing queues and their configuration in the Queues section of your rich filter.

The key attributes of a queue are:






Each queue has a name used to identify and display the queue. It is required and must be unique among the queues within the rich filter.

JQL filter

Additional JQL query for the queue – it defines the list of issues in the queue. Optionally, an ORDER BY clause to set the default order of the issues in the queue.

Remember, the issues in the queue are already filtered by the base Jira filter, as configured in the General section of the rich filter.

Since the queue is based on JQL, it can be cross-project.


The views used to display the issues of the queue in Rich Filter Results gadgets. By default, the queue uses all the views defined in the rich filter (the option Show all views is selected).

The list of views can be customized (by selecting the option Customize views). You can add, remove, or reorder (by drag and drop) the views to be displayed.

Adding & Editing Queues

The Queues section of your rich filter allows you do to the following operations:

To do the following:

Do this:

To do the following:

Do this:

Add a new Queue

Click on the Add queue button at the top-right of the page.

Type a name and a JQL query. Click on the Add queue button.

Select the Views to be used in a Queue

By default, when a queue is created, it is configured to use all the views defined in the rich filter – the option Show all views is selected.

Optionally, you can choose the exact views to display the issues in the queue among the views defined in the rich filter—for this, you need to select Customize views.

You can then add, remove, and reorder (using drag-and-drop) the views to apply to the queue. 

Edit a Queue

Click on the Edit icon at the right of the queue’s name.

A pop-up appears. You can edit the name and modify the JQL filter of the queue. Click on the Save queue button.

Delete a Queue

Click on the Delete icon at the right of the queue’s name.

Reorder Queues

Click on the Menu at the right of the queue’s name. Use the Move... options to re-position your queue.

By default, this is the display order of the queues in the Rich Filter Results gadgets.

Copy (duplicate) a Queue

Click on the Menu at the right of the queue’s name, then click on the Copy option.

Insert the name of the new queue, change the JQL filter to be used for the new queue, and click the Copy queue button. A new queue with the same views is created.

Check the Rich Filter Results Gadget documentation page to see how to display queues in dashboards.