Queue Overview

A Queue is the top level structure in most Help Desk systems, in versaSRS a Queue may have an email address assigned to it (for example support@versadev.com ). When the versaSRS Windows Services are installed, this allows email to be routed to a specific Queue and logged as a new Call.

Each Queue is defined by the following properties outlined below:

Under the General Tab.

Queue Name	The name of the Queue.
Queue Description	A general description of the purpose of the Queue.
Display Name	The name of the Queue displayed within versaSRS.
Primary Address	The email address that is assigned to that queue.
Secondary Address	The email address (or user) who is to be sent a Due-date alert or Overdue alert in the case where a ticket "owner" has not been assigned.
Queue Signature	The email signature sent on any email generated by the SRS system for that Queue.
Priority Start	The Call priority initially assigned to any call logged by the system (this priority may be overuled by a user or more refined rules within the system).
Default Skill Group	The Skill Group assigned to the Call when logged via email (optional)
Default Owner	The Owner assigned to the Call when logged via email (optional)
Time Shift (min)	Allows the logged time and hence the calculated Due Date to be adjusted based on the Time Shift (min) when a Call is logged via email. The default value is 0 minutes.
Status	Check this box if the Queue is to be enabled in the system (allows old Queues to easily be removed).

Under the Confirmation Email Tab.

Open Confirmation email Subject	The Subject for the Open Confirmation email. See Open Confirmation Email example for sample code.
Open Confirmation email Message	The Message for the Open Confirmation email. See Open Confirmation Email example for sample code.
Send Open Confirmation for non-interactive User logging	If a primary email has been set and the system is configured, a call will be logged automatically as an email is received at that address, a call number will be assigned, and an Open Confirmation email will be sent if this checkbox is utilised.
Closed Confirmation email Subject	The Subject for the Closed Confirmation email. See Closed Confirmation Email example for sample code.
Closed Confirmation email Message	The Message for the Closed Confirmation email. See Closed Confirmation Email example for sample code.

Under the Watchers Tab.

Queue Watcher email Subject	The Subject for the Queue Watcher email. See Queue Watcher email example for sample code.
Queue Watcher email Message	The Message for the Queue Watcher email. See Queue Watcher email example for sample code.
Skill Group Watcher email Subject	The Subject for the Skill Group Watcher email. See Skill Group Watcher email example for sample code.
Skill Group Watcher email Message	The Message for the Skill Group Watcher email. See Skill Group Watcher email example for sample code.
Call Watcher email Subject	The Subject for the Call Watcher email. See Call Watcher email example for sample code.
Call Watcher email Message	The Message for the Call Watcher email. See Call Watcher email example for sample code.

Under the Visual Alerts Tab.

versaSRS allows the Administrator to set Visual Alerts by colour coding Calls. By setting a Visual Alert blue at 50% indicates that once 50% of a Calls alloted time (alloted time being the time from logging date to Due Date) then it will be coloured blue in the main window. Similarly other colours can be allocated to different percentages. Typically the colours will get redder as the Due Date gets closer!.

For each Alert Level the Administrator wishes to use they should:

Enter the required percentage
Select the required colour from the Colour Picker

Under the Email Alerts Tab.

Call Assignment Alert email Subject	The Subject for the Call Assignment Alert email. See Alert / Notification emails for sample code.
Call Assignment Alert email Message	The Message for the Call Assignment Alert email. See Alert / Notification emails for sample code.
Due Date Alert email Subject	The Subject for the Due Date Alert email. See Alert / Notification emails for sample code.
Due Date Alert email Message	The Message for the Due Date Alert email. See Alert / Notification emails for sample code.
Due Date Trigger Alert Time	The time (in minutes) prior to the actual Due Date that the Due Date Alert email will be sent.
Estimated Solution Date Alert email Subject	The Subject for the Estimated Solution Date Alert email. See Alert / Notification emails for sample code.
Estimated Solution Date Alert email Message	The Message for the Estimated Solution Date Alert email. See Alert / Notification emails for sample code.
Estimated Solution Date Trigger Alert Time	The time (in minutes) prior to the actual Estimated Solution Date that the Estimated Solution Date Alert email will be sent.

Under the Due Dates Tab.

Set the Working Hours Start Time*.
Set the Working Hours End Time*.
Check Include only weekdays if desired.

*mandatory field

Under the Escalations Tab.

Escalation Notification email Subject	The Subject for the Escalation Notification email. See Alert / Notification emails for sample code.
Escalation Notification email Message	The Message for the Escalation Notification email. See Alert / Notification emails for sample code.
Trigger Level Times	The number of minutes relative to the Call Due Date, that the system will trigger an escalation email notification.
Trigger Level Recipients	A list of SMTP email addresses, semi colon delimited, that are to receive the email notification.

Under the Tasks Tab.

Task Notification email Subject	The Subject for the Task Notification email. See Alert / Notification emails for sample code.
Task Notification email Message	The Message for the Task Notification email. See Alert / Notification emails for sample code.
Task Escalation Notification email Subject	The Subject for the Task Escalation Notification email. See Alert / Notification emails for sample code.
Task Escalation Notification email Message	The Message for the Task Escalation Notification email. See Alert / Notification emails for sample code.