Service Queues

Service queues promote the organization and management of service ticket tasks. Tasks that have been scheduled to be worked are housed in service queues until they have been canceled or completed.

Once a task is started, it is placed in a default queue that is assigned by the system administrator. There are two ways a task can change queues:

An administrator can assign an escalation schedule to a task that moves the task to other queues at predetermined times or durations.
An administrator can manually change the queue a task is in from the task toolbar while they are working a task.

For more information about Escalation, please see the Escalation section of the administrative guide.

Accessing Service Queues

To access service queues, click the drop-down in the Work section of the Ribbon.
Select .
The Service Queues window appears containing a list of all the Service Queues for which the user has permissions.

Highlight a queue within the list, and click Work Queue to open a new tab containing the workspace and the first ticket that needs to be worked from that queue.

Tasks in a service queue are prioritized and presented to the user based on the date that the task was created, first in first out.

While working a queue, users can get the next task in a queue by clicking

in the workspace toolbar.

Viewing a Service Queue's Contents

To view the queue's contents prior to working the queue, double-click a queue or select a queue to highlight it and click View Queue Contents to view its contents in a new tab.

A list of tasks in the queue displays. Double-click a task or click to highlight the task and click Open Ticket to view the task in the workspace.

Exporting the Service Queue List

From the service queue page, export the queue list to Excel by clicking to highlight the queue and clicking the Export option.

Excel asks the user to verify that the file is both uncorrupted and from a trusted source before allowing a user to open the file.

A prompt appears to Open or Save the spreadsheet. Click Open to view the spreadsheet.

Printing the Service Queue List

To print a queue listing, click to highlight the queue and click Print.

Assigning Tasks to Service Queues

Tasks are automatically assigned to a queue when they are started, this default queue is set by the system administrator while the task is being created. Tasks can also be assigned to queues manually by users. When working a ticket, assign a task to a queue by using in the task toolbar.

For example, if more information is needed in order to complete a task, users can assign tasks to queues manually for another department or co-worker to work. To complete a "Reimbursement" task, the funds that need to be reimbursed are specified earlier in the Fraudulent Dispute ticket, during a Dispute Funds task. If the funds were not identified correctly, the account servicing department may need more information as to which specific funds need to be reimbursed. To handle this they can assign the task to the queue for Disputed Funds tasks.

If a task has been assigned an escalation schedule, tasks automatically change queues at predetermined times.

For more information on working a task, see the Tasks topic in this guide.