6 Replies Latest reply on May 22, 2012 5:31 AM by Bobby NameToUpdate

    Viewing all tickets for a queue *and* its members

      Hi all,


      We are currently in the process of migrating from Frontrange to Remedyforce and one of the things we were always able to do was to view all the tickets that were assigned to a particular queue and all the tickets assigned to everyone within that queue in one list. I cannot see a way to do this easily in Remedyforce. I could create a QuickView that asks for the queue name and then all the names of every person in that queue:


      Owner ID = App Support OR Owner ID = Bob OR Owner ID = Jim OR Owner ID..... etc.


      This is fine until people leave or join the queue, then we've got to change the individual QuickViews - not good if you have dozens. Is there any other way to do this? Reports and Dashboards maybe? I've had a play around but can't spot any obvious way to link the queues and their members.


      Any help would be appreciated.





        • 1. Viewing all tickets for a queue *and* its members

          Bobby, hopefully not simplifying too much -- but creating a Quickview that asks for the queue name should be enough, as you could sort and display that Quickview by OwnerID, effectively grouping those incidents by every rep in that queue, regardless of how the membership changes.  You could display that either in list form, or perhaps in a chart (of your choice) that reflects # of incidents per member of the queue as well.  Enough to suit your need?


          STEVE HANSON

          Remedyforce Product Evangelist

          • 2. Viewing all tickets for a queue *and* its members

            ...but if I set up a QuickView asking for all tickets with "App Support" as the Owner ID then it will only show the tickets assigned to "App Support". You could sort the list but you would never get more than that one Owner ID... Unless you can specify the queue name under a different field to Owner ID?

            • 3. Viewing all tickets for a queue *and* its members

              I'm having the same issue as Bobby. I have to create a QuickView that shows the Queue and Individual users...


              i.e. - Owner ID = App Support OR Owner ID = Bob OR Owner ID = Jim OR Owner ID..... etc.


              If you say the OwnerID = Group you only see Incidents assigned directly to the queue. One thing I'm confused about is why we cannot assign Incidents to a specific user IN a queue in Remedyforce like we were able to do in Service Desk Express. When you choose "Assign To > Queue" you see the Queue Members listed on the bottom portion of the "Select from Queue" pop-up but you can only assign to the queue itself. Why are Users and Queue's separated like this, especially if users are members of more than one queue?


              Additionally, and this complicates things a bit more, I have to ensure one Queue cannot see another Queue's Incidents. The only way for me to do this is to make the Sharing Settings for Incident "Private" and then create a custom QuickView for each queue...One problem here, when I do that they cannot see each others incidents in their QuickView, even if it is configured to see each user by name. Ugh...

              • 4. Viewing all tickets for a queue *and* its members
                Chad Haftorson

                Bobby and Matthew,


                Our Spring release (due out very soon) includes an enhancement that will help with this.  You are correct that the Owner field stores either a User or a Queue assigned to a record, but not both.  Here's a description of what will be available shortly - and please continue to comment if there are additional use cases we can look into supporting in the future.


                Queues in the Force.com platform are not like the Groups you’reused to from SDE.  A record can be owned by either a Queue or a Person….Wehave added a feature to our upcoming Spring 12 release where we have added afield where we will capture the “last” queue the record was in.  Forexample, if you have a Queue called “Level1” and a ticket is sitting in the“Level1” queue and then Bobby takes ownership of the record (aka assigns it tohimself), that field will show “Level1” indicating that was the last queue therecord was sitting in.


                The caveat here is that the system doesn’t force you to select auser from the queue that was previously specified, so the last queue that wecapture isn’t always associated with the user who is assigned.  If you’rereally trying to capture a queue->user hierarchy here, you can always assignto the queue first and then assign the appropriate user.  The Last Queuefield will reflect the queue that was last assigned.



                Chad Haftorson

                • 6. Viewing all tickets for a queue *and* its members

                  Ok so we've got the new version of Remedyforce and the Last Queue field seems to work well, except that it doesn't seem to have been implemented on Tasks, Problems or Change Requests! Was there a specific reason behind this? In any case, I'll need to change some permissions in order to prevent any weirdness when a ticket is assigned to someone from a different queue to the one they are a member of. Ideally we would want the following setup:


                  • All non-admin staff can assign Incidents, Problems, Changes, etc. to any queue
                  • All non-admin staff can assign to individuals in their own queue/profile only (we have profiles set up for each department so either is fine)
                  • No non-admin staff should be able to assign anything to members of a different queue/profile than their own


                  Hope you can help.