Working the Queue

The bar under the top bar filters the Queue: you or everyone, Open or Closed, the stage (User, Device, Quality, Ship), and the kind of ticket (Onboard, Change, Offboard, Return).

Each ticket moves through four stages. User covers accounts, licenses, and access. Device covers the hardware and software. Quality is a final check. Ship covers getting the device to the person.

The steps at each stage come from Instructions, so every ticket of the same kind gets the same checklist. Check steps off as you finish them. If a whole stage does not apply, skip it with the red X.

Assign yourself to a stage so everyone can see who is responsible. Use the Me filter to see only your work.

Offboarding tickets filed at the top level are Urgent and show in red. Other flagged tickets are Important and show in yellow. A ticket due today, tomorrow, or already past its due date becomes Urgent. A ticket with no due date stays at the level it was filed.

Mark a ticket Sensitive to limit who can see it, then choose the admins who may. The employee the ticket is about can never see it. Hidden cards still show the Sensitive badge, the kind, and the urgency, with Unhide to open the full card.

On an on-prem desk, an instruction can include a Windows setup step. From the checklist, choose Test to check the current state, Get to read the current value, or Set to apply the change. Each run is saved to History.

If the step has an undo saved with it, you can revert a Set from History.