Queues can’t be shared or reordered per agent
Let agents pin, reorder and share the queues that matter to them.
Everyone working from the same rigid queue list wastes time. Here is how to give agents a view that fits their work.
The symptom
Agents can’t reorder queues to match how they work, and a custom queue one agent builds is hard to share cleanly with the rest of the team.
Why Jira Service Management behaves this way
Queues are defined at the project level in a fixed order, with no per-agent personalisation layer on top.
The manual workaround — and why it falls short
Agents bookmark filter URLs or keep their own saved filters outside the queue system, which fragments the team’s view and loses the shared queue counts.
How Patcher fixes it
Patcher lets agents pin and reorder their queues and share a saved queue with teammates, so everyone sees the work that matters to them first.
Turn it on
- Install Patcher for Jira Service Management from the Atlassian Marketplace.
- Open Patcher › Patches from your Jira Service Management admin.
- Find Personal & shared queues in the list and switch it on.
- Scope it to the projects you choose, then save — the fix is live immediately.