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Queue Topics & Routing Rules: Display all fields in view

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Level 6

3/13/18

The column views in Queue Topics and Routing Rules are inconsistent and incomplete. I recommend:

  1. Making the views editable or:
  2. Having one "Default Assignee" field, inside of 3
  3. Showing all possible fields for a Routing Rule/Queue topic.

DETAILED EXPLANATION

Under Routing Rules, if you have a routing rule routing to a Project, that information is not visible from the view. You have to open up the rule to see the information.

However, under Queue Topics, [Route to Project] is visible, but Default Team assignment is not. (If you pick a routing rule that routes to a team, that does not render in the view. If you pick a routing rule that routes to an individual or project, that information does render in the view.)

WHY THIS IS A PROBLEM

It's confusing to the person making the Queue Topics. Queue setup with routing rules and queue topics can get complex & intricate, and it's easy to get confused. I look at my queue views, and sometimes I can't tell if I didn't set up something yet or if it's just not visible.

It also seems arbitrary that "Project" isn't shown in the Routing Rules, but is in Queue Topics. And oppositely, why is Default Team in Routing Rules but not Queue topics?

It'd be better if:

  1. I could configure what was visible like other report views.
  2. If not configurable, all available fields should be available to view (Default Approval, Custom Form, Default Duration aren't visible without going into each one).
  3. Or: Default Assignee could be consolidated into one field, rather than split by Project, Team, and Individual.