The Agent Workspace
Everything an agent touches during a shift. All of it is project-scoped — pick a project in the top-bar switcher first, or every page shows an empty state.
| Page | Route | What you do there |
|---|---|---|
| Resolution Queue | /org/resolve/queue | Filter, triage, assign, open |
| Ticket detail | /org/resolve/tickets/:id | Reply, classify, track SLA, handle RMA |
| Problems | /org/resolve/problems | Record root causes and workarounds |
| Changes | /org/resolve/changes | Move changes through the CAB lifecycle |
| Releases | /org/resolve/releases | Orchestrate deployments |
| Request a Service | /org/resolve/catalog | Order from the catalog |
The Resolve rail
Resolve pages render inside their own shell, which adds a narrow vertical icon rail on the left of the content area — separate from the global application sidebar. It is icon-only; hover a button for its label.
The rail is data-driven: each entry is a module gated by its own .menu permission, so two
agents with different roles legitimately see different rails. A missing entry is a permission, not
a fault.
A day in the queue
The pages are ordered the way the work flows, not alphabetically:
| When | You are on |
|---|---|
| Start of shift — what is urgent, what breached overnight | Dashboard |
| Picking up work | Resolution Queue |
| Doing the work | Ticket detail |
| "This is the third time this week" | Problems |
| "We need to change something to fix it" | Changes |
| "When does that ship?" | Releases |
| "I need a laptop for the new starter" | Request a Service |
Don't confuse these
| These two | Differ by |
|---|---|
| Dashboard vs Resolution Queue | The dashboard's Urgent or Unassigned list is a filtered summary, not a work list. Never triage from it |
| Ticket detail vs the customer view | /support/ticket/:id shows the requester public replies only — never internal notes |
Problem record vs PROBLEM ticket | A record has no SLA and is not a ticket. A PROBLEM-type ticket is a ticket |
| Activity tab vs Time Logs tab | Audit trail vs booked effort |
| Request a Service vs My Service Requests | Ordering vs tracking what you ordered |