Queue

Overview:

 

This section allows you to view all requests currently awaiting service in any existing queue folders.  The requests in this view are sorted in order of priority to ensure that critical and high priority requests are handled first.

Queue folders make sure that the most urgent requests are taken care of first.

 

 

 

 

 

1. Ribbon Toolbar:

 

 

The Queue Folder's ribbon toolbar will present several tabs with varying options to address requests that appear in this view.

 

 

Queue Folder View Tab

 

 

 

 

 

Queue Folder List Parameters:

 

 

 

Support Rep Drop-Down:

 

This drop-down menu allows a user to view the queue folders of other Support Reps.  When viewing the Queue Folder of another Support Rep, you are able to view all of the requests that are currently in those queues.  

 

 

Wait State:

 

This section allows you to select which requests you wish to view in your Queue Folder List based on the Wait State it is currently assigned.  If you wish to see requests that are only "Waiting for Response", then you would ensure that only that Wait State was selected.  If you wanted to see all requests that are assigned to you, no matter what the wait state is, then you would select all options in this section.

 

 

Customize:

 

Users of the HelpSTAR Windows interface can customize the grid in any of their request listings by clicking the "Customize” button. For each specific listing, a user can select which rows (fields) will be displayed in the grid.  Also, they can display them in a different order, edit the captions, filter the field criteria, etc.

 

 

Preview Pane:

 

This section allows you to select how you would like to view the Queue Folder List (grid) and the Queue Folder Detail.  You can select from the following:

 

 

 

 

 

 

 

 

Default Setting:

 

 

 

 

Request Tab

 

 

Insert

 

 

 

 

 

Change Property

 

 

 

 

 

 

 

Move To

 

 

 

 

 

 

 

Schedule

 

 

 

 

 

Set Importance

 

 

 

 

Edit Memo

 

 

 

Automatic Email Update

 

 

 

 

For more information please see Automatic Email Updates.

 

 

Communication

 

 

 

 

Recurrence

 

 

 

Lookup Tab

 

 

 

 

Properties

 

 

 

 

 

History

 

 

 

 

 

Search

 

 

 

 

 

 

Project Tab

 

 

 

This tab will appear if the highlighted request is a member of a project.

 

Project

 

 

 

 

 

 

 

Queue Folder Tab

 

 

 

Queue Folders

 

 

 

 

 

 

 

 

 

2. Queue Tree View:

 

 

 

This section displays all of the queues that have been created in the HelpSTAR system, depending on the User’s Privileges.

 

 

 

3. A Project Tree

 

 

 

If the request is a member of a project then the project pane will appear (bottom left-hand corner of window) which allows you to view all of the requests which are part of that project. 

 

 

4. Queue Folder List

 

 

 This section displays a line item for each request.

 

 

5. Queue Folder Details:

 

 

This section allows you to view the details of the request that is selected in the Queue Folder List.

 

This pane contains two tabs:

 

 

 

Note: An Attachments tab will also appear if attachments have been made to a request.

 

Two Types of Queue Folders:

1. Generic and Skill Based Queues

These are created based on skill sets/levels and all of the support reps with that skill set/level will be assigned to the queue folder.  This allows reps access to all of the requests which require their skill set/level.

 

Skill based (public) queue folders are a means for balancing the workload among support reps in cases where several support reps possess similar capabilities or qualifications.

Skill based queue folders are typically associated with a certain activity or area of expertise. Each skill based folder may have several reps assigned to it and each support rep may be assigned to several folders.

 

Skill based queue folders are not intended as a method of "classifying" problems. The Category field is used to classify each service request.

 

2. Support Rep Specific Queues

 

Each support rep in HelpSTAR has their own queue which only they will have access to.  This allows you to route requests/tasks directly to an individual support rep.

 

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See Also:

Adding a New Queue Folder

Managing Existing Queue Folders

Dispatch

In Service

How HelpSTAR Works

HelpSTAR Design Considerations