Queues vs. Request Types in Jira: What’s the Difference?
When working with Jira Service Management (JSM), two common terms often cause confusion: Queues and Request Types. If you've ever wondered what sets them apart and how they work together, this guide will break it down in a simple and clear way.
What Are Request Types?
Request types define how customers submit requests in the Jira portal. They determine the fields customers see when creating a ticket and categorize issues for easy management.
Example of Request Types:
- "Report an IT Issue" (for reporting tech problems)
- "Request New Software" (for software installations)
- "Request Equipment" (for hardware needs)
Behind the scenes, each request type is linked to an issue type (e.g., Incident, Service Request), but for customers, they just see a simple form that matches their needs.
What Are Queues?
Queues help your support team organize and manage incoming tickets. They act like filtered views, grouping issues based on specific criteria. Agents work from queues to see which tickets need attention.
Example of Queues:
- "High-Priority Incidents" (Shows urgent IT issues)
- "Pending Approvals" (Lists requests waiting for approval)
- "Software Requests" (Groups all software-related tickets)
Unlike request types, queues are internal—customers don’t see them. They’re designed to make it easier for your team to handle requests efficiently.
Key Differences Between Queues and Request Types
| Feature | Request Types | Queues |
|---|---|---|
| Who uses them? | Customers | Agents/Support Teams |
| What do they do? | Define how customers submit requests | Organize issues for agents |
| Where are they seen? | Customer portal | Jira Service Management project |
| Customizable? | Yes, you can set different fields and forms | Yes, you can filter tickets by status, priority, etc. |
How to Set Up a Queue in Jira Service Management
Creating a queue is easy! Here’s how you can do it:
- Go to Your Project – Open your Jira Service Management project.
- Click on "Queues" – You’ll find this in the left-side menu.
- Create a New Queue – Click “Create queue.”
- Set Your Filters – Choose how issues should be grouped (e.g., Priority = High, Status = Open).
- Name Your Queue – Give it a clear, descriptive name.
- Save and Test – Once saved, check if the right tickets appear in the queue.
Customizing Queues
You can further refine your queues by:
✅ Adding more filters (e.g., by assignee, labels, or request type).
✅ Changing the columns displayed (e.g., priority, due date).
✅ Setting queue order to prioritize urgent tickets.
Final Thoughts
Understanding the difference between request types and queues is key to using Jira Service Management effectively. Request types help customers submit tickets, while queues help your team manage and resolve them efficiently.
Next time you're setting up your Jira project, keep this in mind to ensure a smooth and organized workflow!
Stay tuned for new Atlassian blog post every Friday!!