Resolution Queue
Route: /org/resolve/queue · Permission: Read Tickets & SLAs
Replying, assigning and editing needs Reply to tickets, assign agents, and update RMAs.
1. What the queue is
The queue is the single working list for a project: every ticket, regardless of how it arrived, in one place with the triage decision visible on each row.
Its job is to answer one question fast — what should I pick up next? — which is why every row carries priority, status and SLA state inline rather than behind a click.
| The queue is | The queue is not |
|---|---|
| Every ticket for one project | A cross-project view — switch projects to see others |
| Live (with Auto Refresh on) | A report — use Analytics for trends |
| Where you triage and assign | Where you do the work — that is ticket detail |
2. How tickets reach it
The queue is the confluence of every intake channel:
The Source chip on each row records which of these it was, and the Source filter narrows to one. A ticket raised in the portal carries a diagnostics block the others do not — see ticket detail.
No ticket exists while a request is pending approval, so it cannot appear in the queue. See Request a Service.
3. The screen
| # | Control | Behaviour |
|---|---|---|
| 1 | + New Ticket | Opens the Log Support Ticket drawer — see §4 |
| 2 | Auto Refresh | Toggle. Polls so the queue stays live without a reload |
| 3 | Search | Matches ID, subject and description together |
Beside them: a refresh button for a one-off reload.
Filters
Four dropdowns, each defaulting to All:
| Filter | Values | Source of the list |
|---|---|---|
| Status | New · Open · Pending · Resolved · Closed | The project's workflow statuses — Settings → Statuses & Workflows |
| Priority | Urgent (P1) · High (P2) · Normal (P3) · Low (P4) | Fixed, four levels |
| Source | Portal · Agent · and any other configured channel | Intake channels in use |
| Customer | The project's customers | Settings → Customers |
The status list is whatever your project's workflow defines. If you renamed Pending to Waiting on Customer, the filter says that. A status flagged Pause SLA in the workflow stops both ticket clocks while a ticket sits in it — see Core concepts.
View and layout
A View switch offers three layouts (list, table, split) and Fullscreen hides the app chrome. The sort bar carries Sort · ID · Date · SLA, with a live count on the right.
4. Creating a ticket — the drawer
| # | Field | Control | Required | Notes / source |
|---|---|---|---|---|
| 1 | Project Context | Read-only | — | The active project. Change it with the top-bar switcher, not here |
| 2 | Ticket Type | Dropdown | ✅ | Source: the project's issue types — Settings → Issue Types |
| 3 | Priority | Dropdown | ✅ | Fixed: P1 - Urgent · P2 - High · P3 - Normal · P4 - Low. Defaults to P3 |
| 4 | Subject | Text | ✅ | Placeholder "Summarize the core request" |
| 5 | Description | Textarea | ✅ | Placeholder "Provide explicit context, reproduction steps, or logistics details…" |
Then Create Ticket, or Cancel.
The drawer is conditional on Ticket Type:
- RMA adds Device Serial Number (required, "Enter valid serial number…")
- UAT adds UAT Screenshot URL (a URL field, "https://example.com/screenshot.jpg")
If you cannot find the serial-number field, the type is wrong — change Ticket Type and it appears.
5. Reading a row
| Element | Example | Notes |
|---|---|---|
| Reference | #OO-CORE-202607-0112 | Project code · year-month · sequence |
| Type chip | TICKET INCIDENT SERVICE_REQUEST PROBLEM | From the project's issue types |
| Source chip | PORTAL AGENT | How it arrived |
| Priority | Normal (P3) | Name and P-number together |
| Status | NEW OPEN RESOLVED | Colour-coded |
| SLA chip | BREACHED FULFILLED NO SLA | The at-a-glance signal |
| Subject + description | Two lines | |
| Requester | name · email | |
| Agent | Unassigned or a name | |
| Date | Created |
BREACHED is history, not "late right now"The chip records that a target was missed. Answering after the deadline fulfils the SLA but
leaves the breach visible — deliberately, so the miss is not erased by a late reply. NO SLA means
no policy applies to this ticket at all, which is usually a configuration gap rather than good news.
6. Bulk actions
Row checkboxes (and a select-all in the header) reveal two operations:
| Action | Does |
|---|---|
| Bulk Assign Tickets | Assigns every selected ticket to one agent |
| Merge Duplicate Tickets | Merges selected tickets into one, for the same issue reported repeatedly |
Both appear only once rows are selected. With nothing selected there is nothing to act on, so the controls are absent — not disabled.
7. Per-issue-type queues
/org/resolve/issues/:typeCode opens the same queue permanently filtered to one issue type — a
bookmarkable "just the incidents", rather than a filter you re-apply each visit.
8. Don't confuse this with…
| Screen | Route | What it is |
|---|---|---|
| Resolution Queue (this page) | /org/resolve/queue | Every ticket. Triage and assign |
| Dashboard | /org/resolve | A summary — counts and Urgent or Unassigned only |
| Ticket detail | /org/resolve/tickets/:id | One ticket, in depth |
| Request a Service | /org/resolve/catalog | Ordering, not tickets |
| Resolve Analytics | /org/resolve/analytics | Trends over time, not a work list |
The dashboard's Urgent or Unassigned Issues list looks like a small queue but is a filtered summary — it deliberately shows only what needs a decision now. Do not use it as a work list; it is not the full picture.
9. Troubleshooting
| Symptom | Cause |
|---|---|
| Queue is empty | No project selected, or the wrong project. Check the top-bar switcher before the filters |
| A ticket you raised is missing | Approval-gated service requests have no ticket until approved |
Every ticket shows NO SLA | No SLA policy matches. Settings → Business Hours & SLAs |
| Status filter lacks a status you expect | Statuses come from the project's workflow, not a fixed list |
| Serial number field missing when logging an RMA | Ticket Type is not RMA |
Related
- Ticket detail
- Request a Service
- Core concepts — SLA clocks and pause behaviour