Queuewell documentation

Public knowledge base source (hosted at https://greatwork.company/apps/queuewell/docs).

Get started (Jira admin, 3 minutes)

1. Install Queuewell from the Atlassian Marketplace.
2. Open Jira settings > Apps > Queuewell. Pick the groups that may manage queues (team leads, for example). Jira admins can always manage queues.
3. Optional: set Due soon (default 60 minutes), Auto-refresh (default 60 seconds) and Rows per queue (default 500).
4. Open Apps > Queuewell and create a folder per team, then the team's queues.

Create a queue (queue managers)

1. New queue in the sidebar (or Edit queue on an open queue).
2. Spaces: add every space the queue covers. Service spaces bring SLAs; software and business spaces can be added too (for escalations, for example).
3. Extra JQL (optional): narrows the queue, for example priority in (High, Highest), "Team[Team]" = 123, labels = vip or assignee is EMPTY. Leave out ORDER BY. Queuewell checks the JQL with Jira when you save.
4. Open work only hides work items in a Done status (on by default).
5. Sort: Next SLA (default), priority then Next SLA, oldest first, or recently updated.
6. Shared with: pick groups, or leave empty for everyone who can open Queuewell. Queue managers always see every queue.
7. SLAs that count: leave all unticked to use every SLA on the site, or pick the ones this team is measured on.
8. Columns: key, summary, space, request type, status, priority, assignee, reporter, Next SLA, All SLAs, created, updated.
9. Take next skips these statuses: for example Waiting for customer, Pending vendor.

Work a queue (agents)

• Next SLA shows the running SLA closest to breach on each request, with its name. Red is breached, orange is due soon, green is running, grey is paused.
• The tiles above the list are quick filters: SLA breached, breached or due soon, unassigned, assigned to me. Click again to clear.
• Take next (or n) assigns the most urgent unassigned request to you and opens it.
• Click a key, double-click a row or press Enter to open the request in Jira's issue view on top of the queue. Close it to return; the row refreshes.
• Keyboard: j/k or arrows to move, a assign to me, s assign someone, t transition, r refresh, / filter, Esc close a menu.
• The queue refreshes on its own. Tick Pause auto-refresh while you read.
• Star queues to keep them at the top of the sidebar. Stars are personal.

Workload

Click Workload next to a folder. Each agent's open requests across the folder's queues (and its sub-folders) with breached and due soon counts, the most urgent SLA and the oldest request. A request that sits in two queues is counted once. Unassigned requests are listed first.

Dashboard widget

Add Queue counts (Queuewell) to a dashboard and pick up to 12 queues. It shows open, unassigned and SLA-breached counts and refreshes every two minutes. On the new Jira dashboards, changes apply when you save the dashboard.

Classic Jira dashboards and their gadgets stop working on 17 May 2027, when Atlassian retires them. Before then, add the widget to a new Jira dashboard and pick the same settings.

Permissions

Queuewell reads and changes work items as the agent using it. People only see requests they can browse in Jira, and can only assign or transition what Jira allows them to.

Limits

• Up to 1,000 requests loaded per queue view (500 by default); the total is always shown.
• Up to 50 spaces per queue; sidebar counts for up to 40 queues; up to 12 queues per widget.
• The breached count in the sidebar and widget counts running SLAs; a breached SLA that is paused appears in the queue view only.
• Transitions that need a screen open the request instead.

Data

Queue definitions, folders, settings and stars are stored in your site's Forge storage. Queuewell runs entirely on Atlassian and sends nothing elsewhere. See the privacy policy.