JSM Queue Radar Forge • Cloud

Overview

JSM Queue Radar helps Jira Service Management teams quickly identify requests that need attention. It highlights customer replies, unread activity, stale requests, SLA-style risk, and unassigned queue work so agents and team leads can focus on the right requests first.

• Radar indicators show whether a request needs attention or is up to date.
• Native JSM queue fields help teams use Radar signals in existing queues.
• Queue health views show waiting-on-us work, stale requests, SLA-style risk, and ownership gaps.

Key features

Radar indicators for native queues

• Use Radar-managed fields in native Jira Service Management queues.
• Show a simple visual signal: 🔴 for attention needed and ✓ for up to date.

Customer and agent reply detection

• Identify when the latest relevant public activity appears to be from the customer.
• Update request state when an agent replies publicly, so the queue reflects the latest action.

Queue health and risk views

• Monitor waiting-on-us work, stale requests, critical urgency, and SLA-style risk.
• Spot unassigned breached requests and visible workload pressure across agents.

Diagnostics and repair tools

• Check whether Radar fields are available, populated, and syncing correctly.
• Use visible queue sync and backfill tools to update older requests or newly configured queues.

Getting started

1. Install the app from the Atlassian Marketplace into your Jira Service Management site.
2. Open a Jira Service Management project and launch the Radar queue page.
3. Refresh diagnostics and confirm the Radar fields are available.
4. Run a visible queue sync or backfill if older requests need Radar values.
5. Add Radar fields to native JSM queues if you want the indicators visible in standard queues.

Need help or want to request a feature? Email support@keystoneapps.tech.