5.2 [Queue view]
The “Queue View” function lists tickets in a specific queue (the contact person in Ops I). You can check the uncompleted tickets that exist for the contact point for which you are assigned to.
Each tab of the [QueueView] screen displays tickets that exist in the specified queue with the following statuses in Ops I.
(Table) Correspondence between each tab and the status of the ticket to be displayed ([QueueView])
| Ops I ticket status | Tab | |
|---|---|---|
| All tickets | Usable tickets | |
| new | 〇 | － |
| pending | 〇 | |
| awaiting_approval | 〇 | |
| planning | 〇 | |
| in_progress | 〇 | |
| open | 〇 | |
| awaiting_implementation | 〇 | |
| declined | 〇 | |
| awaiting_backout | 〇 | |
| implementing | 〇 | |
| investigating | 〇 | |
| closed | × | |
| completed | × | |
| cancelled | × | |
| resolved | × | |
| closed_with_backout | × | |
For details on statuses in Ops I tickets, see "Ticket statuses".
For details on the Queue View function, see the OTOBO manual.
https://doc.otobo.org/manual/user/11.0/en/content/agent/tickets/queue-view.html
Note
- The Primitive roles "itsm_user" and "itsm_viewer" in Ops I are not supported.