The main Service queues to monitor are located in Service Main Menu > Work Queues. The following require the most frequent attention:
- Dispatch Q – All Calls in an ACTIVE state
- Received Email Q – Incoming Service emails
- Event Q – Visibility of manual or automated Events across all Calls as they occur
- RMA Test Q – Items awaiting a decision for next steps on a Customer RMA returned to you
- Service Contract Renewal Q – Service Contracts that are about to expire
Other queues that are also useful for monitoring are the following:
- Priority Q – Calls with a problem marked as “priority”, as configured in Maintenance > Problem Code
- Down Time Q – Calls with a problem marked as “system down”, as configured in Maintenance > Problem Code
- Open Too Long – Calls opened but not assigned within a defined time period
- Knowledge Base Queue – Articles submitted but not yet approved for Knowledge Base entry