The queue is where your team's service records live. Every Incident, Request, Problem, and Change submitted to a space appears here as a row, and the queue is where Agents pick up work, see what is waiting, and act on records without opening them one at a time.
Available for:
Customers using SysAid Spaces. If you're using SysAid Classic, see Help Desk List.
Every space has its own queue. An IT space shows IT's service records, an HR space shows HR's, and the queue works the same way in each of them.
The queue is designed for triage rather than deep work. It answers questions like what came in overnight, what is overdue, what is unassigned, and what needs to move today. When you need the full picture of a single record, you open it. When you need to move fifteen records at once, you stay here.
Anatomy of the queue
Queue view selector
The name of the current view appears above the queue, and opening it lists the views available to you. Views are searchable, and private views are grouped separately from shared ones. Within each group, the most recently modified view appears first.
Two views come with Spaces: All Active Service Records, which shows records whose status class is Open, and Archive, which shows archived records. Neither can be deleted.
The menu beside the view name acts on the view itself rather than on records:
View Details renames the view, and lets a SysAid admin switch it between Private and Public
Set As Default makes it the view the queue opens with
Delete removes the view
Export to CSV exports the current view's records
For how to build and save views, see Creating and Managing Queue Views.
Service record type tabs
All, Incident, Problem, Request, and Change sit above the queue with a count beside each one. Clicking a tab narrows the queue to that record type.
The set of tabs is fixed. The counts reflect what is currently displayed, so they respond to the selected view, any filters applied, and anything typed in the queue search field.
Filters
Assignees, Statuses, and Filters narrow the queue without changing your view. Clear All removes everything currently applied.
For the full set of filtering options, including the AI filter, see Filtering and Sorting the Queue.
Queue search
The search field above the queue searches across ID, title, description, and notes. It appears only on the Service Desk, and it narrows the queue rather than navigating away from it.
Columns
Each column header carries its own controls. Hover a header to sort by it or to filter by its values. Columns can be resized by dragging the edge of the header.
The ID column is pinned in first position. It cannot be moved, reordered, or unpinned, and no other column can be pinned.
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Use the settings icon at the right of the header row to open Column Configuration, where columns can be added, removed, and reordered. A queue can display up to 30 columns, and the pinned ID column counts toward that total. See Configuring Queue Columns.
Reading the queue grid
Most columns show the field value as it appears on the record. A few behave differently.
Due Date shows a countdown rather than a date, so you can see at a glance how long is left. The countdown changes color as the deadline approaches and goes negative once a record is overdue.
Assignees appear either as one combined column or as two separate columns for group and user, depending on the assignee display format configured for your account. See General Service Desk Customizations for SysAid Spaces.
Weight appears as its own column when service record weight is enabled and the Weight filter is applied. Weighted records move to the top of the queue, and a record is highlighted in red when it has a weight above 0, is in an active status, and is assigned to you, to a group you belong to, or has you set as Responsible Admin. See Setting Up Service Record Weight in Spaces.
Required fields
Some fields are required, and the queue indicates them in red until they are populated. Required fields are defined in the Template Designer, and Category, Title, Description, and Urgency are mandatory by default.
AI in the queue
Several of SysAid Copilot's Assistive AI features work directly from the queue.
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Click the AI diamond icon beside a record's ID to open an AI summary of the case without opening the record. The summary is generated from the record's notes, messages, solution, and resolution. It also shows Requestor AI Emotion, an indication of how the requesting user appears to be feeling, so you can prioritize records where sentiment is negative. You can rate whether the summary was helpful.
See AI Case Summarization and AI Emotion for details on both.
Category values marked with an AI indicator are suggestions generated from the record's title and description, so records can be categorized without classifying each one by hand. See Category Suggest.
AI agents can also work across your queue data, analyzing backlog, finding unassigned or duplicate records, flagging SLA risk, and recommending assignments. AI agents run from the Agent Chatbot rather than from the queue. See Prebuilt AI Agents Overview.
Editing from the queue
Many fields can be edited directly in the queue without opening the record. Changes save automatically.
A service record is locked while someone is editing it, so two Agents cannot make conflicting changes to the same record at the same time.
Acting on several records at once
Selecting records with the checkboxes at the left opens an action bar at the bottom of the queue. From there you can Assign, Merge, Export, or Delete the selected records.
Assign can set an individual user, a group, or both, depending on how assignees are configured for your account. See General Service Desk Customizations for SysAid Spaces.
You can select up to 50 records at a time. The action bar shows how many of those 50 you have selected.
Which actions you can perform depends on your permissions. Deleting records requires purge permissions. See Managing Agent Permissions for a full picture of what each permission allows.
Pagination
The queue shows 25 records per page by default. Use Page Size to change it, and the arrows to move between pages.
Queue updates
The queue refreshes every ten seconds, so records submitted or changed by someone else appear without reloading the page.
Next steps
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
Configuring Queue Columns - choosing which fields the queue displays
Creating and Managing Queue Views - saving a configured queue for reuse