Configuring Queues

 

Request Queues denote the temporary location where the various incoming requests can be categorized and grouped till a support rep can pick up or the request is assigned to a specific support rep by the help desk administrator. Each queue can have a group of support reps incharge of handling the requests pertaining to that queue. You can configure these queues in such a way that notifications can be sent to support rep group who belong to the queue regarding a new request creation. These queues, will be listed in the drop-down menu in the New Request form.

To open the queue configuration page

  1. Log in to the SupportCenter Plus application using the user name and password of an admin user.
  2. Click the Admin tab in the header pane.
  3. In the Helpdesk block, click the Queues icon Admin Queue Icon. You can add, edit, or delete queues.

Add Queue

 

To add a request queue

  1. Click the Add New Queue link available at the right top corner of the Queue list page.
  2. In the Add Queue form, enter the queue name in the Name field.
  3. Select the support reps that you wish to group under this queue from the Available Support Reps list box and click >> button to move them to Support Reps interested in this queue.
  4. You can choose the support reps of the queue to whom you wish to notify for a new request creation in the queue. To do this select the check box Send notification to queue support rep(s) when a new request is added to this queue. This drops down the support rep selection field.
  5. Click Choose button to open the List of Queue Support Rep pop-up window.
  6. Select the support reps whom to wish to notify and click OK.
  7. To choose the support reps to send notification for unpicked requests in the queue, select the check box Send notification to support rep(s) when a request in this queue is left unpicked. This drops down the support rep selection field and time period configuration after which the notification will be sent.
  8. Click Choose button to open the complete list of support reps available in your help desk.
  9. Select the support reps from the list box and click OK. The support reps get listed in the field provided.
  10. Enter the time period, from the creation of the request in queue, after which the notification of unpicked requests will be sent to the selected support reps.
  11. If you wish to describe the queue in detail enter the same in the Description text box.
  12. Click Save. The new queue is added.

If you want to add more than one queue, then instead of clicking Save, click Save and add new button. This adds the new queue and reopens the add queue form.

 

At any point, if you decide not to add the new queue, then click Cancel to get back to the queue list. Clicking the View List link on the top right corner of the add queue form will also take you to the queue list view.

 

Warning

Warning: Enabling the check boxes while adding queue does not ensure that the notification will be sent. This setting is just to choose the support reps to whom the notification needs to be sent and the time frame after which the unpicked request notification is to be sent. To actually send the notification, you need to enable the corresponding setting under the Notification Rules under the Admin tasks, which are:

  1. Notify queue support rep by mail when request is added to queue.
  2. Notify support rep by mail when request is unpicked in queue.

 

Edit Queue

 

To edit an existing queue

  1. In the Queue List page, click the edit iconEdit Iconbeside the queue name that you wish to edit.
  2. In the Edit Queue form, you can modify the name of the queue, the support reps belonging to the queues, the notification settings, and description.
  3. Click Save to save the changes. At any point, if you wish to cancel the operation that you are performing, click Cancel.

Even while editing a queue, if you wish to add a new queue, then click Save and add new button instead of clicking Save button after making the changes.

 

Delete Queue

  1. In the Queue List page, click the delete iconbeside the queue name that you wish to delete. A confirmation dialog appears.
  2. Click OK to proceed with the deletion. If you do not want to delete the queue, then click Cancel.


SupportCenterPlus - Help Desk and Asset Management Software
Copyright © 2005, AdventNet Inc. All Rights Reserved.