Re: cleaning up queue

[Richard Crosby]

** I see lots of responses, but no answers….   Mimi,   Normally, in incident/problem management, a “queue” is where a request is placed into for further processing.   Wikipedia definition:   “In providing services in computer science, transport, and operations research a queue is a buffer where various entities such as data, objects, persons, or events are stored and waiting to be processed.”   For example:   Say I work at an inbound technical support center. I receive a call regarding a cracked laptop screen. I have 3 “queues” I can send the ticket to. There is a Network, Hardware and Telecomm queue. Naturally, a cracked screen falls under “Hardware”, so I place the ticket in that queue. Now it is up to the Hardware queue owners to manage the ticket.   In many cases, misinformation, poor training, lazy analysts, etc. will all attribute to improper queue assignment. Based on your information below, I am going to heavily assume that they want the PM queue cleaned out. Meaning someone needs to go through the cases/tickets in the PM queue and re-assign them to the appropriate queue.   As far as “form” goes, this is the primary location where collected information is stored. If you are a Help Desk, then it is normally referred to a “Trouble Ticket” or “Help Desk Case”. I would suggest getting with one of the Tier 1 Help Desk analysts to see how they process incoming tickets so you understand the triage process. Without, this knowledge, you won’t get too far. Also, the Help Desk analyst, under much scrutiny from the supervisor, should be able to help you reroute misassigned tickets to the correct queue.   Hope this helps, Richard     From: Mimi Lakew [mailto:[EMAIL PROTECTED] Sent: Sunday, September 03, 2006 10:17 AM Subject: Re: cleaning up queue   ** I am pasting the request directly if it help,  "MD has designated routes that the tech run each month and it doesn't match up with what is produced in Remedy, causing the queue to be overfull.  What I need is to have all the PM's cleaned out..."  MD is one of the states we support but I my self doesn't know which specific form he is talking about. I wish I can give you more details.   I deeply appreciate your effort and even general idea about the "queue" might lead me to something.   __20060125_______________________This posting was submitted with HTML in it___