Queue Coverage setup and use

Before you start

Use Jira Service Management Cloud with a service desk agent account that can read the relevant requests and queues. Project administrator permission is required to save configuration and exclusions. A production subscription or evaluation will be required when the app is available through Marketplace. Development testing uses fictional data.

1. Open Queue Coverage from Jira Apps. Enter the service desk ID, confirm your authority and select Load policy and queues.
2. A project administrator selects 1–10 operational queues and active status categories, then saves the policy. Checks always use the saved version.
3. Select Check coverage. Read the visible, eligible, exempt, covered, uncovered and unknown counts together. A zero denominator shows coverage not established.
4. Review the request key, status, age and assignee visible to your account. An active request with a resolution gets a consistency hint, not an asserted cause.
5. To record an intentional exclusion, enter a currently readable request key, choose a reason and an expiry of 1–43,200 minutes. Save it and run a fresh check. Remove an exclusion using its request key when it is no longer needed.
6. Select Recheck and prepare CSV and copy the CSV from the labelled field. That action rereads the source. You control any external copy.
7. Optionally recheck and save run metadata. Show or delete your own history using its buttons.

Scope and limits

Up to 200 visible active requests and 10 selected queues. Queue reads have bounded pagination, time and response-size limits. Up to 200 current exclusions and 1,024 immutable configuration revisions per project. Contact support at the revision limit. There is no candidate-JQL simulator, SLA clock, automatic scheduler, Jira write, external AI or employee scoring.

Conflicts, changes and unknowns

If another administrator saved first, reload the policy before trying again. If source data or access changes during a scan, repeat after it stabilizes. Partial memberships may prove that some requests are covered; they cannot prove absence for the others. The observation describes the current agent and selected queues, not every employee or the whole organization.

Retention and removal

Personal run history keeps one latest saved run per UTC day for 30 days. The app stores no request keys, counts or results in that history. Configuration revisions remain stored; expiry ends an exclusion's effect but does not erase historical configuration. For coordinated configuration deletion, contact support. With an active app entitlement, a project administrator can load the policy, confirm Erase saved configuration and run it. If interrupted or more revisions remain, load the policy and continue until completion. Stop other policy edits first. Old selections and exclusion details are removed; minimal project/version markers remain to prevent stale saves and the revision limit is not reset. Personal history is managed separately. Source Jira requests are never deleted by this app.

Privacy maintenance and history

The privacy-reporting update is being validated before public release. Saving personal history registers your account ID and data age with Atlassian. Account closure or update instructions trigger history erasure across projects in the same installation. An overdue report or pending erasure can block history temporarily; it does not start background queue scans or change Jira issues. Retry later or contact support if the message persists. See the privacy notice for registry retention and deletion details.