Core has the ability to filter incidents by workflow by using queues. Filtering by queues will show you who is already editing a incident so that two people do not work on the same one. This guide will show you how to set it up and how it works.
This article covers the following topics:
- How to Set Up Incident Queues
- How to Use Incident Queues
- How to Find Out if Another User is Editing a Incident Using Queues
How to Set Up Incident Queues
1- Click on the Configuration option at the top of the page and select Incident Types.
2- Click on the incident type you would like to add incident queues to.
3- Click on the Workflow tab.
4- Click on the plus symbol.
5- Click on the box next to Incident queue then click on the save button. (You can do this for multiple work flow options. Only the work flow options with this enabled will show up in the queue drop down menu.
How to Use Incident Queues
1- Click on the Incidents option at the top of the page and select the incident type you have set up incident queues for.
2- Click on the Queues drop down menu and select the work flow status to show all of the incidents in that status.
How to Find Out if Another User is Editing a Incident Using Queues
1- After filtering your queues, you will see a column labled with CURRENTLY OPEN and will have a name of the person who is editing the incident.
Please note: This column only appears when using queues.
2- If you open the incident, you will see a warning in the top left.
Please note: This will appear when you are and are not using queues.