SiT! works in a manner that is perhaps different to other support tracking/helpdesk applications that you may have used in several respects.
- It's possible for any engineer to view and even work on incidents that are in other engineers queues
- Incidents are assigned to engineers as soon as they are logged, rather than waiting in a central pending queue or inbox for an engineer to decide to work on them.
- Incidents can be passed easily from engineer to engineer by re-assigning
- Engineers can keep an eye on incidents that their colleagues are working on, if they have skills in those areas
We believe this to be a better, more collaborative, way of working. It helps prevent difficult or unpopular issues from being ignored or left till last and it encourages team working.
Types of Queues
There are a number of queues and they do work in different ways, lets look at them one at a time.
Select Support | My Incidents (or simply click Support) from the menu to display your 'Action Needed' queue. From here you can select your other queues, 'Waiting', 'All Open' and 'All Closed'.
|Info: Before SiT! v3.45 'My Incidents' was named 'View Incidents'|
'Action Needed' Queue
Lists all incidents that are assigned to you and require your action in some way. The list is sorted so that incidents requiring action first are displayed at the top, but you can change how the list is sorted by clicking on the column headings.
Lists incidents that are assigned to you and do not require immediate action but are waiting for response from a third party (For example an incident that is waiting for the customer to send in log files)
'All Open' Queue
This queue lists all your current incidents regardless of their status. This is the same as combining the Action Needed and Waiting queues.
'All Closed' Queue
As is evident from the name this queue contains all the incidents that are assigned to you that are now closed.
Rows in the various queues are coloured according to their importance, the colours will vary depending on the theme you are using, in the default theme incidents are normally coloured blue, coloured yellow when they approach a target and then red as they require immediate attention.
Hover your pointer over an incident title in the queue to see a brief extract of the latest update.
Incident Status and Queues
The status of an incident has some effect over which queue it is placed in, the 'All Closed' queue only contains incidents with the status 'Closed' as the name would imply but other queues can contain incidents of various status.
The action needed queue mainly has incidents that are 'Active' but can also contain incidents of another status if engineer action is required. For example an incident may have been 'Awaiting Customer Action' longer than the period specified in the 'Regular contact days' configuration (Normally 7 days), in which case it will appear in the Action Needed queue so that the engineer can follow up the issue with the customer.
The 'Holding Queue' is slightly different to the other queues in that it can contain incoming emails as well as incidents and it can be viewed by selecting Support | Holding Queue from the menu.
This special queue has four sections, 'Held Emails', 'Spam Emails', 'New Incidents' and 'Pending Re-Assignments'. The four sections show items that cannot be handled automatically by SiT for one reason or another. Incoming email is held in this queue if they arrive without the incident number correctly formatted on the subject line or if the incident number quoted in the subject relates to an incident that has been closed. Email is determined to be spam if certain text is found in the subject line (this can set by your anti-spam software for example SpamAssassin) and are always held for you to review. Next is a section with new incidents created directly by the customer that need to be assigned to engineers. The final section is a list of incidents that could not be reassigned automatically after a user went away, normally when a user marks himself away incidents are automatically assigned to substitute engineers, but in the case where a substitute engineer was unavailable the incident is displayed in this queue.
To view details about an email in the queue, you can click on the subject of the email or on view in the operations column. here you have :
If a person opens an email in the queue, it's automatically locked by this person. To unlock the email the person who opened the email should open it by clicking on the subject, and click Unlock. The email will automatically unlock after 30 minutes in case the person who locked it forgot about it.
Here you can assign the email to an already existing incident, this can be in case that the sender forgot to add the incident ID or something else.
Here you can create a new incident from the email, SiT! automatically uses information like sender email/name to fill out some of the fields.
This simply deletes the email. The email will be permanently removed and cannot be recovered later.