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Do you have any plans for ticket queues in the future?
I never saw the need, but as our company has grown, having them all in one queue, when you have about 50+ open, is very, very time consuming. My ideal solution would be to identify using some sort of logic, then tag them in to some type of queue. For example, N-Able creates tickets, tag them in the Maintenance Queue. Tickets from a certain company get placed in a certain queue. Windows jobs go in a certain queue, network jobs in another. You can achieve this in other ways at the moment, but the solution is not pretty. |
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here are several ways that you can already implement this already.
The first is to use Ticket Status: Customize the open Statuses to reflect your queues and drag/drop the Tickets in the list to the "queue" on the left side pane. The second option is to user Filters. This is a more advanced way and the queues are managed automatically based on the criteria. With Filters you can configure any filtering criteria. For example: All Tickets with Source='N-able' - (Save it under the name of 'N-able Queue') Another example: All Tickets with Type=Windows and Status is Open. (Save it under the name of 'Windows Queue') etc. Then, to see Tickets in a specific queue simply apply the filter and confirm. The tickets list will be filtered to display only tickets in the selected filtering queue. Hope this helps. Sheli |