Jira Service Management: Projects vs Queues

Jira Service Management Evaluator Resources

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Objective

What's the best practice for deciding what is a queue and a project in Jira Service Management?

Environment

Server/Cloud

Procedure

In Jira Service Management, deciding what is a queue and a project depends on how you work and how you organize your teams. If you have multiple departments, and they should not be able to access tickets outside their department, we would go with a separate project for each department and configure project permissions to restrict access. If you have one team that supports multiple products, you could potentially run this out of the one project and set up a separate queue for reach product. That way, the support team need not have to navigate to different projects to view all the tickets.

Additional Information

With a single license of Jira Service Management, you are free to create as many projects as you like at no extra cost. Queues are to parse issues within a project to better prioritize and route them. For example, an IT team would work on a single project with multiple queues like Hardware Request, Password Reset, Software Request etc. Another team might work in a separate project for receiving requests from your businesses customers with queues for Feature Requests, Bug Reports, and Usage Queries.






Last modified on Nov 9, 2020

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