Overview
Vivantio organizes the desktop layout for Users by Queues, Lists and Tabs within each system area. Lists behave in an identical manner to Queues, simply the phrase ‘Queues’ refers 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. Tabs appear across the top of the system area view and can overlay an additional filter criterion, which could be based on assignment Groups, so that it would be straight forward to view Tickets that were in a particular Status assigned to a particular Group.
A common feature in Viva Desk is the Expression Builder, Tabs uses 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.
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 todays 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
Tabs per Queue
Control which tabs are visible for each queue; this means that you can have a single queue with multiple tabs.
Guidance
Navigate to the Admin Area > System Areas > Select the system area e.g. Ticket > Queues and Tabs > Tabs
To Add an item to the Tab:
- Click Add
- Enter the Tab Name
- Add the Tab Filters
- Click Save
To Edit an item in the Tab:
- Tick the box of the item you wish to edit
- Click Edit
- Make your changes
- Click Save
To Delete an item in the Tab:
- Tick the box of the item you wish to delete
- Click Delete
- Click OK to confirm the action
By using the Move Up and Move Down buttons you will be able to put the Tabs in Order:
Reviewed: 28 March 2023
