Overview
Queues behave in an identical manner to Lists, simply the phrase Queues refer to queues of work, whereas Lists refer to lists of Clients, Locations, Assets, etc. Elsewhere in this document where it says Queues – please read Queues and Lists.
In general terms, Queues and Tabs are mechanisms to filter the data recorded in Vivantio into more manageable views, with the various types of data viewable in each QUEUE or TAB based on specific criteria.
Queues appear down the left hand side within each system area and are the initial filter. These Queues tend to be configured to display Tickets of a particular Status:
A common feature in Vivantio is the Expression Builder, Queues use this feature to create conditions for the menu item. Filters are added, which exist for All, Any or None of the conditions. The All option contains AND statements when conditions are created, whereas the Any option conditions OR statements.
For example, if one condition of Status = Open is created within the All section of the Expression Builder and two conditions of Priority = High , Priority = Medium are created from the Any section then the Expression Builder would apply all open tickets AND either the Priority High OR the Priority Medium, but not both. When conditions and filters have been set, they run automatically in the background applying the actions created.
Important: In order to protect system performance Vivantio will not display any tickets which have been deleted or have been closed 6 or more months ago, regardless of the options you select in your filters.
There are some special fields in the Expression Builder, these are
- Ticket / Group Name / Equals / In my groups = Ticket is assigned to any group the current user belongs to.
- Ticket / Owner Name or Taken By Name / Equals / Logged On User = Ticket is assigned to the current user.
- Ticket / Owner Name or Taken By Name / Equals / Me and my Groups = Ticket is assigned to the logged on user or in any group that this user belongs to but not assigned to a particular user.
Date Special Fields
- Today: the date matches today's date
- Yesterday: the date matches yesterdays date
- Tomorrow: the date matches tomorrows date
- Days Before Today: User can type a number in here
- Days After Today: User can type a number in here
Guidance
Navigate to the Admin Area > System Areas > Select the system area e.g. Ticket > Queues and Tabs > Queues
To Add a Queue:
- Click Add
- Complete the Queue Details
- Complete the Filter
- Complete the Tabs
- Click Save |
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To Edit a Queue:
- Select the Queue you wish to Edit
- Click Edit
- Make the changes
- Click Save | |
To Delete a Queue:
- Select the Queue you want to Delete
- Click Delete
- Confirm the Action |
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To Manage Roles:
- Select the Queue you want to manage
- Click Roles
- Drag and Drop Roles over to the right hand side if you want the roles to be able to see the queue. Leave on the left hand side if they should not be able to see the queue
- Click Save |
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Reviewed: 28 March 2023