JSD2 IT Service Desk Queues
In the JSD Project, the Queues list on the left-hand side of the screen groups tickets for quick access.
The Jira Service Desk (JSD) Queues are defined as follows:
| All active severity 1 and 2 | All open severity 1 and 2 JSD incidents |
|---|---|
| All active incidents | All JSD incidents in Open, In Progress, or Reopened statuses |
| Unassigned issues | All unassigned JSD incidents |
| Assigned to me | All JSD incidents assigned to me |
| Service Desk | All JSD incidents |
| >Tier 2 | All JSD incidents that have been escalated to Tier 2 |
| >Regional San | All JSD incidents grouped by Regional San locations |
| >SASD | All JSD incidents grouped by SASD locations |
| ITOPS | All JSD incidents assigned to ITOPS team |
| Application Support | Application support incidents assigned to the Application Support teams |
| >Vended | All JSD incidents assigned to Vended Apps team |
| >Custom | All JSD incidents assigned to Custom Apps team |
| Mission Critical | Applications that are considered mission-critical to the organization |
| >Regional San Maximo | All JSD incidents grouped by Regional San Maximo |
| >SASD Maximo | All JSD incidents grouped by SASD Maximo |
| >LIMS | All JSD incidents grouped by LIMS |
| >FileNet | All JSD incidents grouped by FileNet |
| >Timesheets | All JSD incidents grouped by Timesheets |
| Resolved | All JSD incidents with a resolved status |
| All issues | All JSD incidents regardless of status |
| SLA running | All open incidents with SLA clock running |
| >Time to first response running | All open incidents with SLA first response clock running |
| >Time to resolution running | All open incidents with SLA resolution clock running |
| Historical - Assigned to me | All incidents in a closed state |