Queues & statuses

Route incoming support tickets by the requester’s department, and define the statuses a ticket moves through.

Queues decide where a new ticket goes. Each queue lists the departments it serves, so a ticket raised by someone in Engineering can land in a different queue from one raised by someone in Operations.

Statuses are the steps a ticket moves through, such as New, In progress and Resolved. Each status belongs to a category. The category decides which tab of the support queue the ticket appears under, and when the clock on its response and resolution targets stops.

Before you start

• Open Governance → Support and select the Queues tab. The page is titled Queues & statuses.
• You need permission to change Governance settings to edit queues and statuses. Without it, you see View only — you don’t have permission to change these settings. The fields and switches cannot be changed, and the add and remove buttons are hidden.
• If you cannot see this page, your organisation may not use it, or your role may not include it. See Understanding roles.

Changes save automatically. Saving… and then Saved appear beside each block’s heading.

Understanding queues

The Queues block lists every queue, with a count. Each queue has:

Unless your organisation has changed it, there is one queue, General support, with no department codes.

How a ticket is routed

When a ticket is raised, Paradym Next places it in the first active queue whose department codes include the requester’s department. If no queue matches, the ticket goes to the first active queue in the list. Put your catch-all queue first, or make sure every department is covered.

Department codes are the codes set up in Administration → Departments. See Departments.

Add or change a queue

1. Select Add queue. A new queue called New queue appears, switched on.
2. Change the Label.
3. Enter the Department codes for the departments it serves, separated by commas.
4. Click away from the field. The queue saves automatically.

To stop a queue receiving tickets, switch Active off. To delete it, select Remove. There is no confirmation.

Understanding statuses

The Statuses block lists every status, with a count. Each status has:

What each category does

Tickets in a resolved or closed status stop accruing SLA breaches and drop off their assignee’s My Tasks list.

New tickets start in the first active status with the open category.

Default statuses

Unless your organisation has changed them, the statuses are:

Add or change a status

1. Select Add status. A new status called New status appears, in the open category and switched on.
2. Change the Label, then click away from the field.
3. Choose a Category. The change saves straight away.

To stop offering a status, switch Active off. To delete it, select the bin icon on its row. There is no confirmation.

What to expect

• The Open, Pending and Resolved tabs in Support count tickets by category, so a new status appears under the tab for its category.
• The status list on a ticket shows every active status.
• Changing a status’s category changes which tab its tickets appear under, and whether their target clock is running.

Good to know

• Keep at least one active status in each of the open and resolved categories, so tickets have somewhere to start and somewhere to finish.
• The category names are shown in lower case on this page. The queue tabs in Support use their own names: Open, Pending and Resolved.

Related pages

• Governance
• Ticket types
• Priorities & SLAs
• Issue clustering
• Support queue
• Departments