Documentation forSolarWinds Service Desk

Queue Management

Your SWSD includes a Queue Management feature that allows you to manage and optimize queues to improve end user wait times and team productivity.

Queues allow for an improved customer's wait time. Let's be clear, you cannot imply no wait time, just improved wait time experience. A queue contains multiple tickets waiting to get assigned. As soon as an agents, completes work on a ticket, they can proceed to the next ticket in the queue.

There are several benefits to working in this manner, such as:

  • Reducing the response time to address tickets
  • Have all the necessary information provided up front
  • A way to allow you to prioritize customer requests
  • Ensure requests are routed efficiently
  • Provide customers with simple self-help solutions

For more information about Queues, click here.

This section will help you gain a deeper understanding of:

  • The differences between Queues and Groups
  • How each affects the system respectively and
  • Best practice for implementing queues

Defining Queues and Groups

The following table defines and provides use case examples to better understand when your team should put a ticket in a queue or assign to a group.

  Queue Group
Definition

Queues are a repository of tickets that are waiting to be assigned.

This allows the IT manager to review the incoming tickets and prioritize assignment to ensure his/her team is working most effectively.

Tickets in a queue are not yet assigned, therefore any issue within the ticket is not addressed until the ticket is assigned.

Groups are a way to assign shared ownership of a ticket to multiple people.

Use Case
  • When you have a shared workload, the tickets can be placed in a queue. The status is automatically set to Pending Assignment.
  • Anywhere where ticket assignment is not predetermined and depends on availability, acceptance etc. for example: Incidents queue, High Priority Changes queue, VIP queue, Network issues queue, Escalations queue, etc.

When more than one person that belong to the same group, needs to be involved in addressing an individual ticket.

Important to note - SLA counter begins the moment the ticket is in a queue. Remember, all tickets in the queue are unassigned which can impact meeting defined SLAs.

Queue vs. Group Assignment

The following table reflects the impact of Queues vs. Groups and how the affect the system.

  Queues Groups
State Pending assignment Assigned
SLA

When an SLA rule has a target of "not assigned" the SLA clock is triggered as soon the ticket is created, therefore while in a queue, this ticket can cause an SLA breach

As ticket is assigned, will prevent SLA breach
Tasks
  • Currently cannot be assigned to a queue. Work can only begin on the Task once the ticket is manually assigned
  • When the Task is part of a service or change catalog item that is assigned to a queue, if the task is assigned to "Incident Assignee" it will remain untouched until assigned to a user or group
Can be assigned to a group to begin workflow process

For more information regarding Queues and Groups, please select from the list below: