Introduction to the Queue

The Queue

 

The Service Desk Queue is where Admins view and manage Service Records. The Queue interface displays a list of all Incident Service Records and their data in grid format (Queue Grid), and each Incident can be opened to view its full Service Record page.

This document describes the Queue’s general anatomy and capabilities and how to use them to manage and prioritize Service Records, including:

• Queue Layout
• Queue Views
• Queue Actions

Queue Layout

The Queue is composed of three sections:

• Queue Header
• Filter Bar 
• Queue Grid

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 Advanced Filters and Column Filters.

Advanced Filters

Advanced Filters are the main Queue Filters fixed to the Filters Bar.

You can use Advanced Filters to quickly filter the Queue by one or more of the following: 

• Assignee(s)
• Service Record Status or Status Class

Column Filters

The Column Filters are used to 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

Queue Grid

 

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

The default Queue Grid is determined by the Queue’s default View.

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

Queue Views

Queue View

 

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

Queue Actions

Admins can perform numerous actions from the Queue:

• Open, create, and delete Service Records
• Configure Columns
• Sort and filter the Queue and its Columns
• Inline Edits
• Bulk Actions
• Create and save Queue View

  
  

  Zen Mode

  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.