Queue - Overview

Queue Overview/Creating a New Queue

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.

Note: For more information regarding set up of Queues please follow the link to view a demonstration video. Click Here

To create a new Queue, only the mandatory fields (denoted by a *) must be entered before the Queue can be created. Queues can be edited at any time in the Manage System Queues screen.

Select the Administrator menu.
Select the Queues > Manage System Queues menu Item. Select Add to create a new Queue or Edit to edit an existing Queue.

Each Queue is defined by the following properties outlined below:

Under the General Tab.


Name *	The name of the Queue.
Description	A general description of the purpose of the Queue.
Primary Display Name	The primary name of the Queue displayed within versaSRS.
Primary Address	The email address that is assigned to that queue. Emailing this address will result in a ticket being logged in this Queue.
Secondary Display Name	The secondary name of the Queue displayed within versaSRS.
Secondary Address	The email address (user) who is to be sent a Due-date alert or Overdue alert in the case where a ticket "owner" has not been assigned.
Tertiary Display Name	The display name for the Tertiary Address
Tertiary Address	When an email address is applied here then outgoing email from versaSRS will come from this address. Can be used to prevent auto-reply looping.
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 overruled by a user or more refined rules within the system).
Default 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.
VersaCat Access	Allows access to the versaCAT Application.
Status	Check this box if the Queue is to be enabled in the system (allows old Queues to easily be removed).

Under the Due Dates Tab.


Start Time *	This sets the start time for the working hours.
End Time *	This sets the end time for the working hours.
Include Only Weekdays checkbox	Setting this will exclude weekends from the due date calculation.
Priority Settings Display Label	This sets what is to be displayed in the Priority field when a call is logged.
Priority Settings #Mins *	This sets the time that the due date is calculated by.
Absolute Checkbox	The priority times are used to determine the default Due Date assigned to a Call by the system.

Under the Visual Alerts Tab.


Alert 1-10	The user can select the percentage and the colour that is displayed when that percentage is reached.

Under the Escalations Tab.


Trigger Time (mins) Relative to Due Date	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 deliminated, that are to receive the email notification.

Under the Case Templates Tab.

This tab contains the templates for all of the automated notifications for Cases in versaSRS. Each notification templates has a Subject and a Message. Some notification templates allow a trigger time to be set.

Subject
Message
Trigger Alert (Allows the trigger time for certain notifications to be set)

See below for complete list of the Case notification templates.


Open Confirmation	When enabled (can be enabled or disabled with the 'Send Open Confirmation for non interaction user logging' checkbox), the Open Confirmation alert will be sent back to the requestor automatically when an email is received into the Queue.
Closed Confirmation	This notification can be optionally sent to the requestor upon closing a case.
Queue Watchers	Allows a specified email address to receive this notification when changes occur on any Cases within the Queue.
Group Watchers	Allows a specified email address to receive this notification when changes occur on any Cases within a Skill Group to which the Watcher is applied.
Case Watchers	Allows a specified email address to receive this notification when changes occur to the case that this Watcher has been applied.
Case Assignment Alert	This notification is optionally sent to the owner of a case upon being assigned to that case.
Due Date Alert	This notification is sent to the case owner when the trigger time (relative to case due date) is reached.
Estimated Solution Date	This notification is sent to the case owner when the trigger time (relative to case Estimated Due Date) is reached (Estimated Due Date needs to be specified on the case first).
Due Date/Priority Change Notification	This notification is sent to the Primary Requestor when a change to the Due Date/Priority Settings is made. The versaSRS-SMC setting PriorityDueDateChangedPrompt when enabled will allow for a customised message to be entered upon the change and sent back to the requestor in the notification template (requires [DUEDATECHANGEDCOMMENTS] notification tag to be included in the template.
Escalation Notification	This notification is sent to the email addresses that are specified to receive escalations.

Under the Problem Templates Tab.

This tab contains the templates for all of the automated notifications for Problems in versaSRS. Each notification templates has a Subject and a Message. Some notification templates allow a trigger time to be set.

Subject
Message
Trigger Alert (Allows the trigger time for certain notifications to be set)

See below for complete list of the Problem notification templates.


Open Confirmation	When enabled (can be enabled or disabled with the 'Send Open Confirmation for non interaction user logging' checkbox), the Open Confirmation alert will be sent back to the requestor automatically when an email is received into the Queue.
Closed Confirmation	This notification can be optionally sent to the requestor upon closing a case.
Queue Watchers	Allows a specified email address to receive this notification when changes occur on any Cases within the Queue.
Group Watchers	Allows a specified email address to receive this notification when changes occur on any Cases within a Skill Group to which the Watcher is applied.
Case Watchers	Allows a specified email address to receive this notification when changes occur to the case that this Watcher has been applied.
Case Assignment Alert	This notification is optionally sent to the owner of a case upon being assigned to that case.
Due Date Alert	This notification is sent to the case owner when the trigger time (relative to case due date) is reached.
Estimated Solution Date	This notification is sent to the case owner when the trigger time (relative to case Estimated Due Date) is reached (Estimated Due Date needs to be specified on the case first).
Due Date/Priority Change Notification	This notification is sent to the Primary Requestor when a change to the Due Date/Priority Settings is made. The versaSRS-SMC setting PriorityDueDateChangedPrompt when enabled will allow for a customised message to be entered upon the change and sent back to the requestor in the notification template (requires [DUEDATECHANGEDCOMMENTS] notification tag to be included in the template.
Escalation Notification	This notification is sent to the email addresses that are specified to receive escalations.

Under the RFC (Change Request) Templates Tab.

This tab contains the templates for all of the automated notifications for RFC's in versaSRS. Each notification templates has a Subject and a Message. Some notification templates allow a trigger time to be set.

Subject
Message
Trigger Alert (Allows the trigger time for certain notifications to be set)

See below for complete list of the RFC notification templates.


Open Confirmation	When enabled (can be enabled or disabled with the 'Send Open Confirmation for non interaction user logging' checkbox), the Open Confirmation alert will be sent back to the requestor automatically when an email is received into the Queue.
Closed Confirmation	This notification can be optionally sent to the requestor upon closing a case.
Queue Watchers	Allows a specified email address to receive this notification when changes occur on any Cases within the Queue.
Group Watchers	Allows a specified email address to receive this notification when changes occur on any Cases within a Skill Group to which the Watcher is applied.
RFC Watchers	Allows a specified email address to receive this notification when changes occur to the case that this Watcher has been applied.
RFC Assignment Alert	This notification is optionally sent to the owner of a case upon being assigned to that case.
Due Date Alert	This notification is sent to the case owner when the trigger time (relative to case due date) is reached.
Estimated Solution Date	This notification is sent to the case owner when the trigger time (relative to case Estimated Due Date) is reached (Estimated Due Date needs to be specified on the case first).
Due Date/Priority Change Notification	This notification is sent to the Primary Requestor when a change to the Due Date/Priority Settings is made. The versaSRS-SMC setting PriorityDueDateChangedPrompt when enabled will allow for a customised message to be entered upon the change and sent back to the requestor in the notification template (requires [DUEDATECHANGEDCOMMENTS] notification tag to be included in the template.
Escalation Notification	This notification is sent to the email addresses that are specified to receive escalations.

Under the RFC (Change Request) Approvals Tab.

This tab contains the template for the RFC Approval Notification.

Subject
Message


Approval Notification	This notification is sent to the Approver when a RFC has been triggered to be approved.

Under the Tasks Tab.

This tab contains the templates for Task Notifications.

Subject
Message


Task Notification	This notification is sent to the assignee upon assignment of the task.
Task Escalation Notification	This notification is sent to the email addresses specified in the Escalations tab within a task. The trigger time is also set in the Escalation tab.

Queue Overview/Creating a New Queue

See Also