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:

• Right: View the Queue Folder Detail in a panel to the right-hand side of the Queue Folder List.

• Grid Only: View only the Queue Folder List.

• Recent Updates First: View most recent updates of the request in the preview pane.

• Chronological Order: View updates to a request in the order in which they were inserted.

Default Setting:

• Set Current View as Default: Make a customized view the default view for the Queue Folder window.

• Restore System Defaults: Set the default view to the original system view.

Request Tab

Insert

• Memo: Insert a memo into a request.

• Attach File: Add an Attachment.

• Rating: Provide an Approval Rating for this request. This option will only be available when a closed request is selected.

Change Property

• Title: Modify the title of a request.

• Requester: Change the user requesting service.

• Request Type: Select a different request type if other types have been created using User Defined Fields.

• Category: Modify the category of this request.

• Item: Select an asset that this request has been logged about.

Move To

• Queue Folder: Forward this request to a Queue folder.

• My Service: Move this request to your In Service folder.

• Another Rep’s Service: Move this request to another Support Rep’s In Service Folder.

• Dispatch: Move this request to Dispatch.

• Close: Close the request in view.

Schedule

• Begin Work: Specify when this request should be addressed.

• Due By: Set a different Due Date for this request.

• Reminder: Set a reminder for a future date or time. For more information please see Reminders.

Set Importance

• Urgency: View the urgency of a request as set by the requester.

• Priority: Set the internal priority of this request.

Edit Memo

• Edit Memo: Edit text, time code information or time worked for existing memos in this request. For more information, please see Edit Memos.

Automatic Email Update

• Updates: Turn email updates on or off for this request.

• To: Select the recipients of the email update.

• Content: Specify whether to send the request history or the current memo of the request.

For more information please see Automatic Email Updates.

Communication

• Send Email: Send an email from the request.

• Quick Message: Send a Quick Message as part of a thread from the request.

Recurrence

• Recurrence: Set a specified date/time or interval for this request to be created.  Recurrence can be used for scheduled tasks or events that occur on a regular basis. 

Lookup Tab

Properties

• User: View User Properties.

• Organizational Unit: View Organizational Unit Properties as well as users in this organizational unit.

• Company: View Company Properties as well as users in this company.

History

• User: View the User's Request History or the User's Contact History.

• Organizational Unit: View the Organizational Unit's Request History or the Organizational Unit's Contact History.

• Company: View the Company's Request History or the Company's Contact History.

Search

• Request Memo Text: Look for specific text within a request.

• Project Memo Text: Look for specific text within the project that this request belongs to.  Note that this option will only appear if the request selected is part of a project.

• Suggested Solutions: Look in your Knowledge Base for Best Solutions for this request.  For more information please see the Knowledge Management

• Request Database: Look for a specific request using our Advanced Search functionality.

Project Tab

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

Project

• New Child Request: Add a child request to the selected request in view.

• Add Folder: Add a folder to organize a group of requests.

• Convert To Project: Convert the selected request using a  previously defined Project Template. Note that this button will only appear if the request does not have a parent request or is a child request of a project.

• Merge with Request/Project: Merge the current request with a project.

• Remove From Project: Remove the selected request for an existing project.  Note that this option will only appear if the request selected is part of a project.

Queue Folder Tab

Queue Folders

• New: Create a new Queue Folder. Click here for more information on Adding a New Queue Folder.

• Properties: View Queue folder properties including name, queue type and support reps currently assigned to this queue.

• Queue Assignment: View or modify support reps assigned to this queue.  Note this option will only be available to users with the Administer privilege. Click here for more information on Assigning Reps to Queues.

• Find:  Search for a specific queue folder.

• De-Activate: Remove a queue from the active list of queues.

• Show Requests In Subfolders: This option will specify if requests in subfolders should appear in this view.  If unchecked, only requests in the parent folder will be listed.

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.

• Administrator: Lists all the Queues.

• Service Rep: Lists only the queues the Rep is linked to.

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:

• Transaction Tab: Here you will find a listing of the memos showing all of the activity for the selected request.

• Properties Tab: This section shows you all the general information about the request depending on the properties selected in display properties on the Queue Folder View tab.

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