Which columns the queue shows decides what you can see at a glance, and it also decides what you can sort and filter by. A queue built for triage wants different columns than one built for reporting on last quarter, so it's worth setting up deliberately.
Column configuration is per user. What you set up changes your own view of the queue, not what your team sees, so you can arrange it however suits you without affecting anyone else.
Available for:
Customers using SysAid Spaces. If you're using SysAid Classic, see Using SysAid Lists.
Agents with the Can save custom personal views permission. Without it, an Agent can use the queue but can't change which columns it shows. See Managing Agent and Admin Permissions.
Opening Column Configuration
On the Service Desk page, click the cogwheel icon in the top-right corner of the queue's header row.
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The panel has three parts:
A header showing how many columns you're displaying against the limit of 30, and a search field
The list of columns currently displayed, which you can reorder
Add a Column at the bottom, which stays in place as you scroll
The search field only looks through the columns you're already displaying. It won't find a column you haven't added yet, so use it to locate something in a long list rather than to go hunting for new fields.
Column actions
Adding a column
Click Add a Column at the bottom of the panel.
Search for or select the service record field you want.
The new column lands at the end of the list. Drag it from there to wherever you want it.
A queue can show up to 30 columns, and the pinned ID column counts toward that total.
Using custom fields as columns
Custom fields can be added as columns in the same way as any other field. They appear in the Add a Column list alongside the built-in ones. To create or edit a custom field, see Custom Fields.
Reordering columns
Drag any column in the panel to a new position in the list.
The ID column is fixed in the first position and can't be moved.
Removing a column
Hover over a column in the panel and click the X.
Every column can be removed except ID.
Resizing columns
Column width is set in the queue itself rather than in the panel. Drag the edge of a column header to make it wider or narrower.
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Saving your changes
Except for resizing the column, nothing takes effect until you save. Click Save to apply your changes.
Cancel discards everything and leaves the queue as it was.
Sharing your setup with your team
Because column configuration is personal, arranging your own columns doesn't give anyone else the same layout. If you want to share a setup, save it as a view.
The arrow beside Save offers Save as, which keeps your current view as it was and stores the new column setup as a separate view. New views are Private to you. A SysAid admin can make a view Public, which is what puts it in front of your team.
That makes a view the unit of sharing: columns are yours; views are how you pass a configuration on. See Creating and Managing Queue Views.
Next steps
Service Record Queue - what the queue is and how it's laid out
Working with the Service Record Queue - opening, creating, editing, and acting on service records
Filtering and Sorting the Queue - narrowing the queue and ordering it
Creating and Managing Queue Views - saving a configured queue for reuse