Taskfire: managing ticket queues

SECURITY  Taskfire Administrator

NAVIGATION   > Manage > Queues

What is a queue?

A ticket queue is a location where tickets that have something in common are stored. Each queue has users assigned to it who are tasked with monitoring the queue and responding to the issues placed into the queue:

  • Users view queues on the > Tickets drop-down menu and will only see the queues they are assigned to monitor.
  • If there is no individual resource assigned to the ticket, all members of the queue will receive notifications on ticket activity, unless that option is turned off on the New Queue A folder-like location that contains related tickets. or Edit Queue page.

We have set up a General Queue for your use. By default, all users with a Taskfire An extension of the Client Portal that lets you manage your own internal help desk. security level will have access to it and will receive email notifications when tickets are added to it. This queue is a system queue and cannot be deleted, but you can specify that only selected Taskfire resources have access to it.

You can set up any number of additional queues.

How to...

  1. Navigate to > Manage > Queues. To edit an existing queue, click the pencil icon.

The New Queue or Edit Queue page opens:

  1. Populate or edit the following fields:
Field Description
Name This name is displayed when you select the queue.
Active If you want the queue to be available to users right away, leave the Active check box selected.
Shared with Sub-Organizations Previously: Subsidiary. Your Client Portal instance may be configured to use one fo the following terms instead: Sub-Account, Sub-Business Unit, Sub-Client, Sub-Company, Sub-Customer, Sub-Site. The Shared with Sub-Organizations check box only appears if your organization Your Client Portal instance may be configured to use one fo the following terms instead: Account, Business Unit, Client, Company, Customer, Site. has multiple locations with Taskfire users and you are an administrator at the parent organization. Refer to Taskfire: setting up work sharing between sub-organizations for more information.
Description A description is required.
Include all Taskfire Resources for this Client / Include only these Taskfire Resources Determines the users who are assigned to monitor the queue, either all users who are assigned a Taskfire security level or only the ones you select on a dialog.
Notifications

Select the Notify queue resource(s) when tickets are added to this queue check box if you would like the queue resources selected on the previous field to receive an email when tickets are added to the queue, and enter any additional notification recipients.

NOTE  Queue resources are only notified when tickets are transferred to the queue manually. Queue resources will not receive an email when the ticket is transferred via workflow rules.

Queues that we have created cannot be deleted or inactivated by you. Queues that you have created can be deleted with the following restrictions:

  • You cannot delete a queue that has ever had tickets in it. Instead, deactivate the queue by clearing the Active check box. This will keep it from appearing in the table of queues and from being used for a request type from that point forward.
  • In addition, you cannot delete a queue that is used in a request type. Before deleting the queue, you must select a different queue for the request type.

To delete a queue, click the Delete icon on the Taskfire Queues page.