Creating a queue from a template

Choose this method if you want to quickly create a queue with ready-made settings. You can add test issues to the queue: they will help you understand what a queue is and how to work in it.

Start creating a queue

1. In the left panel, select  Queues, then click at the top.
2. Select the Create from template option.

Select a template

Tracker recommends a template based on your company profile — if you need a different one, click View all templates.

Click a template to check its settings: which statuses and issue types it includes, and whether it has additional features, such as SLA rules or a linked form for collecting requests.

Once you have decided on a template, click Next.

Come up with a name and key

To create a queue, you need to come up with a key and a name. Try using the keys that reflect the purpose of the queue. For example, the HR key is suitable for issues in the Human Resources department, while SUPPORT is good for Support issues.

A queue key is a unique code that enables you to identify the queue. Each issue in the queue is assigned an issue key that consists of the queue key and a sequential number.

Queue keys must meet the following requirements:

• A key can only include Latin characters without spaces or special characters.
• The queue key must be unique: a new queue can't be assigned a key that was previously used by a deleted queue.
• The queue key must be allowed. There are several keys you can’t use for a queue, such as ADMIN or SETTINGS.

Configure queue access

If you are just starting out in Tracker, enable the  Add example issues option. In test issues, you can change any parameters and see what changes. They will also help you see how issues with different statuses look on the board or on the Gantt chart.

Confirm queue creation

Check the settings and click Open queue. The new queue will appear in the Queues section of the left panel.

How to edit a template

Over time, you may notice that your workflow has stages that are not provided for in the template, such as Тестирование or Ожидание ответа от юристов.

You can always add new stages or create transition rules between existing ones: for example, you can prohibit closing an issue without going through the Согласование status. To do this, go to Queue settings → Workflows. For details on how to configure everything, see the article Adding a status to a workflow.

A status is an issue parameter that shows the current stage of the issue. For example , , .

A type is an issue parameter that helps you categorize issues by their purpose. For example: New Feature, Bug, Improvement. You can set up different workflows for different types.

An SLA is a time frame within which an issue in a queue must be processed. If the time frame is exceeded, the timer owner receives a notification.