Ticket Queues

Queue Monitoring

Queue Reports

 

The Queue is a list of tickets which is viewed through a built-in filter.  Since a queue can have many tickets over time, the Queue Manager is responsible for maintaining a sense of order.  This includes watching for tickets which are unassigned, stale, or overdue.  To help with this responsibility, the queue offers a great deal of flexibility for filtering and viewing tickets.

For example, the columns shown in the list can be customized by right-clicking on the column headers and selecting or un-selecting columns (see the image at right, of the column selector).

 

Queue basics

  • Click on the Queue in the left side tree view to show ticket list in right frame.

  • The queue filters are opened by clicking Filters at the top of the right frame. These filters are used to keep your list of tickets manageable and understandable.

  • Left-click on the Refresh link at the top of the right frame to update the list.

  • Click on the New Ticket link at the top of the right frame to create a new ticket.

  • To edit a ticket, right-click on the ticket in the right frame and select Edit.

  • To view a ticket, click on it or right-click and select Explore.

Automatic Refresh

The drop-down selection box at the top right of the Queue listing can be set to automatically refresh your list from the server on selected intervals if the list is left unchanged.

 

Quick Links

The Quick Links drop-down enables quick access to Queue statistics and the ability to export the selected tickets in .csv form.

 

Export .csv

When selecting this option, a .csv (comma separated values) file will be downloaded to your client machine. You have the option to restrict the download the number of tickets selected in the filter, or to download all tickets matching the other filter criteria. All times are reported in GMT.

 

How to use the filters to find tickets

The list of tickets on this page is limited (in most cases) to a maximum of 1000 to avoid unnecessarily large downloads. The Filters option is provided as a way of finding specific tickets quickly.

  1. Open up the filters by clicking on the Filters link.

  2. Note that the filters selected are all applied together. The more filter fields used, the more relevant results you can expect to have returned.

  3. The Refresh link is used to re-build the list after you have made changes to the filter. This can also be done by clicking back on the Filters link.

  4. The Just Mine? checkbox, when checked, will show only tickets that have the current user as Primary Responsible.

  5. Ticket Number Contains can be used to filter for any portion of a Ticket number.

  6. Text Filtering is used to filter for text contents in the Reason, Initial Description, Customer Name, Resolution, and Comments fields.

  7. For a Responsible and Creator options are customized by each user and can include any people found in the TeamHeadquarters database. To revise this list of options, click on the Edit My Team button. After building your list, multiple selections can be made by holding down the CTRL key on your keyboard while clicking on the list. Note that the Team for Responsible and Creator uses the same list.

  8. Product, Location, Urgency, Next Step, and Ticket Type have filters for matches against these fields in the ticket database. Multiple selections can be made by holding down the CTRL key on your keyboard while clicking on the list.

  9. There are 4 other configurable drop-down category fields that may be in use in your specific version of TeamHeadquarters.  If so, their filters function in the same way as the filters for Product/Location etc.

  10. The Last Updated, Created and Next Action Date filters can accept both specific date ranges and ranges of days or months relative to the current date.

 

How to create a Queue

Queues can be created under any organizational unit, but are automatically created under each project.

  1. Right-click on the organizational unit that will contain the queue and select New Queue.

  2. Enter a Name and Description for the Queue.

  3. Use the code table selector at the top of the dialogue to select table entries for Product, Location, etc. that will be available for use within the new queue.  

  4. Click Save.

 

How to edit a Queue

  1. Right-click on the queue and select Edit.

  2. Use the edit dialogue to change the queue configuration as needed.

  3. Click Save.