Any way to change the queue Topics from an item that was entered into the incorrect request queue? | Community
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MartyGa
Level 4
June 23, 2016
Question

Any way to change the queue Topics from an item that was entered into the incorrect request queue?

  • June 23, 2016
  • 13 replies
  • 2319 views
We are using request queues for more and more and find them great to get requests to the right people and into the correct "project" or holding queue. The one challenge we've had is when a user selects an incorrect queue topic. It is easy enough to move the issue and assign it to the correct person or team, and attach an approval route if needed. I cant find a way to change the Queue Topic that is attached to the request and the challenge we have is that we report metrics based on queue topic. Things like average time to close calculated as actual completion date - entry date [found out that Age doesnt stop when a request hits complete :-( ] When we have to change an item from one queue to another though, this can become invalid. I hate to call the requester and ask them to re-enter the request, and if I delete and re-create the item, they dont have the connection. Are others running into this problem? If so, how are you handling it?
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Richard_Carlson
Community Advisor
Richard_CarlsonCommunity Advisor
Community Advisor
September 25, 2017
Instead of having issues "hard route" to a specific person we set up incoming reports to traffic the job requests. What this means for us is that job requests appear on the incoming reports based on the particulars of the order and instead of getting routed to a specific person they can be viewed by more than one non-specific project coordinator type roles. Incorrect information can be corrected and no rerouting is necessary as long as the issue hasn't been converted to a project. Richard Carlson Behr Process Corporation
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GiselleSeo
Level 4
September 26, 2017
Unfortunately we don't have a traffic manager or a project mgr for that matter... not yet anyhow. So it is currently up to a system admin to re-route (or try) it. :( Giselle Quintero Cross Country Home Services
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JamesBe1
Level 4
May 9, 2018
The easiest way to change the queue topic on an individual item is by creating a report (possibly prompted) that includes Queue Topic Name as a column. A report is better than a view because if you view the issues on a particular project, you can only set a queue topic name that exists on that project, whereas in a report you can give it any queue topic in the system. If you need to update queue topic in bulk, forget about doing it through the web-app. You'll need to use the api (at Jackson we have an api script specifically for this purpose). In general, queue topics are only good/required when you need to initially capture a new data point or direct an issue to another location. Once the issue is created, you can add/remove custom forms and move/delete the issue itself so there shouldn't be a need for changing the queue topic in most cases. I've found that queue topics do not work well for categorizing work for reporting. It's simplest to have a custom form/field whenever you're looking to categorize things for reporting purposes because in that way you have the ability to easily control/change categories as well as having a connection between hours reports and the issue's 'category' (can't do that with queue topics). James Bender Jackson/JTS
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