• 03 Jun 2024
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    Article summary

    A high-level, crystal clear overview of all Service Records; sheer visibility into what’s happening inside the Service Desk and who’s attending to each Service Record — at any given moment.

    Admins create new tickets in an instant, free of concern that other admins may be editing the same ticket at the same time (Locked Tickets).

    Create Queue Views so that you have a saved, customized View of the exact criteria you want to see, at your convenience, without reconfiguration each time.

    Edit any Field inline (Inline Edits) or apply a unified actions to multiple Service Records (Bulk Actions) – all without the need to open individual Service Records, or click “Save” after each action you perform (Autosave).


    Admins can view and manage Service Records in the Queue according to their permissions

    What is the Queue?

    The Queue interface displays a list of all Service Records and their data in grid format (Queue Grid). The Queue’s features and capabilities empower Service Desk Admins to foster productivity and teamwork in every step their service management objectives and milestones.

    In this document, you’ll find: the general anatomy and capabilities and how to use them to manage and prioritize Service Records, including:

    • Queue Benefits

    • Queue Layout

    • Queue Views

    • Queue Actions

    Queue Benefits

    • Time-Saver

    • Up-to-date activity

    • Focus

    • Prioritize by use-case

    • Avoid losing work

    Inside the Queue

    Queue Header

    The Queue Header shows the:

    • Queue Views Navigation Bar

    • Count of Incident Results

    Filter Bar

    The Filter Bar displays all Filters currently active in the Queue, including Quick Filters and Column Filters.

    Advanced Filters

    Advanced Filters are the main Queue Filters fixed to the Filters Bar — used to quickly filter the Queue by one or more of these Fields: 

    • Assignee(s)

    • Service Record Status or Status Class

    Column Filters

    Column Filters filter the Service Records by any Column displayed in the Queue Grid. 

    Each Column’s Filter Droplist (in the Filter Bar) is determined by the Column’s Field Type.

    Queue Grid

    The Queue Grid shows Service Record results according to the Filters being applied.

    The default Queue Grid is determined by the Default Queue View.

    Admins also have the option to sort and filter the Queue Grid and to add, remove, and reorder Columns.

    Required Fields

    Required Fields are defined in the Template Designer and indicated in the Queue in red, and can only be left unpopulated until the Service Record’s Status is changed.

    The following Fields are mandatory by default, as indicated in the Template Designer.

    • Category

    • Title

    • Description

    • Urgency

    Zen Mode

    The Queue’s default mode generates an auto-update of the Queue Grid every ten seconds

    Queue updates are paused when the Queue Grid enters Zen Mode; enabling you to focus on a specific Service Record and avoid distractions.

    Queue Views

    Queue Views are sets of configured Columns and Filters that Admins can add, remove, reorder, and sort for recurring use.

    Queue Actions

    Admins can perform numerous quick actions from the Queue:

    1. Open, create, and delete Service Records

    2. Configure Columns

    3. Filter the Queue

    4. Sort the Queue

    5. Inline Edits

    6. Bulk Actions

    7. Create and save Queue View