Technician dashboard and personal queues¶
Technicians land on the Ticket Dashboard, usually in a queue devoted to their own assigned tickets.
Dashboard views¶
| View | Purpose |
|---|---|
| Assigned to Me | Tickets assigned directly to the signed-in technician. |
| Open | All open work available in the current scope. |
| All | Open and closed tickets. |
| Urgent | High-priority work requiring rapid attention. |
| SLA Breached | Tickets beyond the configured resolution target. |
| Unassigned | Tickets that did not reach a technician because no assignment rule matched or another assignment problem occurred. |
| Walkups | Tickets created through the walk-in kiosk so in-person support appears in district metrics. |
| Alerts | Anomalous volume by user, site, or category after enough history exists to establish a baseline. |
| Watching | Tickets the technician follows without owning them or having them count toward personal metrics or SLA. |
Manage unassigned work¶
Review Unassigned regularly, manually assign each ticket, and determine why automation did not route it. The view protects against missed requests, but correcting the underlying assignment rule is the durable fix.
Understand dashboard alerts¶
Alerts compare recent activity to a historical baseline. A sudden increase for one user may indicate frustration or a recurring issue; a school- or category-level spike may indicate a broader outage. Early in a tenant’s life, the baseline is immature, so the alerts are less meaningful until approximately a month of activity has accumulated.
Watch without taking ownership¶
Add yourself or another staff member as a watcher when they need visibility but are not responsible for resolution. A network administrator, for example, may watch several school-level networking tickets to identify a developing pattern.
Filters, bookmarks, and personal queues¶
Filter the queue by view, status, school, and priority, then bookmark a useful configuration. Tickets I Own is a concise list of tickets assigned to you. My Requests, located in the user menu for technicians and administrators, lists requests that you personally opened.
Video 3: Technician View: Ticket Dashboard — Watch on YouTube
Video 8: Tickets I Own vs. My Requests — Watch on YouTube