Queuespot (formerly Waiting list)

Queuespot allows customers to know the ticket position in a queue depending on the shorter SLA. As ITIL 4 says: "Build trust through transparency. Share what is happening and progress (and challenges) with all stakeholders." this is the app vision.

Queuespot data is located in two different places: The customer portal and Jira issues.

Portal

Since the main principle behind Queuespot is transparency, we have a panel located in the customer portal.

The customers will know their ticket position in the queue according to the most urgent SLA. They will know as much information as possible about the ticket attendance situation.

Issue

Queuespot will also show the queue information for Jira users (Agents) who are providing support to customers. This information will be the same as the one we show in the customer portal: both the user and the customer will see the same queue data.

The motivation here is to let the users that provide support know the exact information customers are getting about ticket attendance. 

SLA

Queuespot data is calculated by taking into count the ticket SLA. If there is no SLA defined for the ticket's project, Queuespot will not be able to show attendance details to the customer.

Based on the SLA, Queuespot will calculate:

• The attendance position of the ticket. This is calculated by looking at the most urgent running SLA, the one that is closer to reaching the SLA goal, or the one whose SLA goal has been breached for more time. The position will be calculated by taking into count the same SLA for the other project tickets.
  

• The average time. This is calculated by getting the completed SLA time for other project tickets according to the ticket's most urgent running SLA. Queuespot is taking into count issues created in the past two weeks.
  
  

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• The team's attendance status. When the SLA is paused because of the SLA issue conditions or the SLA calendar hours, the customer will know the team is not working on that kind of ticket at that moment.
  
  

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   If the SLA is paused due to calendar in the SLA goal configuration or due to conditions in the time metric, the queue will appear as "On hold", please check your SLA conditions and goal configuration:
  
  

Scenarios

Queuespot focuses on SLA issue data to provide the user with information about the ticket queue position. It can show different data for different project/issue situations:

There is at least one running SLA for the ticket

• If the ticket's most urgent running SLA is not paused Queuespot will show the user the queue position of the ticket.
  
  

   

• If the ticket's most urgent running SLA is paused because of SLA conditions or calendar hours Queuespot will let the users know that the team will be back soon.
  
  

There are no running SLAs for the ticket

• If there are completed SLA cycles before the user's ticket, Queuespot will show the ticket has reached its goal.
  
  

• When there is no SLA info for the ticket or there are problems gathering data, Queuespot will show we cannot calculate the queue position for the ticket.