The My Workspace & Queues page

SECURITY  Ticket and/or Service Call View permission. Additional security level settings may apply, for example, permission to export table lists.

NAVIGATION  My > Service Desk > Workspace & Queues

NAVIGATION  > Service Desk > View > My Workspace & Queues

The My Workspace & Queues page provides quick access to tickets and service calls assigned to you, as well as the queues you are supposed to monitor. It lets you easily click through tickets with different attributes, and focuses your attention on tickets you are associated with. To open the page, use the path(s) in the Security and navigation section above.

NOTE  You can set My Workspace & Queues as your home page. Access to Service Desk is required. Refer to Settings.

The navigation pane

The left pane of this page displays three menu groups.

Menu group Description

Click this icon to refresh the entire page, including the ticket counts of the My Workspace, All, and Not Assigned menu groups. If you are assigned to many queues, this may take some time.

IMPORTANT  You can refresh the currently selected table only by clicking the refresh icon above the table.
My Workspace My Workspace provides access to your assigned tickets in the following categories:
  • Open Tickets
  • Overdue Tickets
  • Submitted Tickets (tickets you have created)
  • Closed Tickets

Clicking any of these menu items will open a table with features similar to the Ticket Search page. You can view tickets in the table view or, with the appropriate permissions, in the board view. For more information about the board view, refer to About Boards. For a description of the button bar and context menu options, refer to Searching and managing tickets.

Additionally, the Tickets Due dynamic date filter, and a Show/Hide Recurring Tickets filter appear on this page.

  • If your company uses change management, you can access change approval tickets assigned to you. Clicking this menu item will open the My Workspace page, with the My Change Approvals tab selected. Refer to The My Workspace page.
  • You can also access your assigned service calls. Clicking this menu item will open the My Workspace page, with the My Service Calls tab selected. Refer to The My Workspace page.

All

 All displays each of your assigned queues even if they are empty, and provides access to all tickets in each queue. Tickets are not limited to your assigned tickets.

Clicking any of these menu items will open a table with features identical to the Ticket Search page. For a description of the button bar and context menu options, refer to Searching and managing tickets.

Additionally, the Tickets Due dynamic date filter, and a Show/Hide Recurring Tickets filter appear on this page.

Not Assigned

Not Assigned displays each of your assigned queues even if they are empty, and provides access to all tickets in each queue that do not have an assigned resource. This is the place to look for your next ticket, if you are assigned to monitor a queue.

Clicking any of these menu items will open a table with features identical to the Ticket Search page. For a description of the button bar and context menu options, refer to Searching and managing tickets.

Additionally, the Tickets Due dynamic date filter, and a Show/Hide Recurring Tickets filter appear on this page.

NOTE  Closed tickets do not appear on the All and Not Assigned lists. You can search closed tickets from the Ticket Search page: > Service Desk > Search > Tickets.

The workspace

The workspace area will display the table you selected in the navigation pane. You can view tickets in the table view or, with the appropriate permissions, in the board view. For more information about the board view, refer to About Boards. For a description of the button bar and context menu options, refer to Searching and managing tickets.

IMPORTANT  You can refresh the currently selected table only by clicking the refresh icon above the table.