Workload Summary Configuration

These settings only affect the Workload Summary, which is available on request.

 

Item or Ticket Description
Items Displays items on the Work Summary screen in Due Time order
Tickets Displays tickets on the Work Summary screen in Due Time order. Ticket screens determine what tickets are displayed. If both tickets and items are checked, the system displays them with item columns

 

Choose the display order of users on the Work Summary page.

Option How Users are Displayed on the Work Summary Screen
Folder List users by folder on the Work Summary screen
Team List users by team on the Work Summary screen
Team, then Folder List users by team, then folder on the Work Summary screen

 

 

Option Note

Combine tickets with the same ticket number from the same one call center

(Only available if Include Tickets & Group by Team are chosen)

Use this feature to manage tickets with multiple versions (tickets with the same identification number (Ticket ID) are versions of the same ticket).

This feature combines tickets with the same ticket number (regardless of registration code, facility type, and ticket version). This feature applies to the Workload Work Summary screen only (it does not affect tickets in the rest of the system). To manage tickets throughout the system, see Account > Profile Settings > Modify Preferences > step 3: Other Settings: Ticket Summary > Second list item
Display all team members and folder locators on the summary panel - even when nothing has been assigned to the person N/a
Include Tickets & Work Items that are neither assigned nor in a folder N/a

Option to restrict the tickets allowed for a user per due time category

(Only available if Include Tickets & Group by Team are chosen)

 For tickets only. Restricting tickets by due time filter affects all filtering (and syncing if applicable) in the Mobile Web version and the iOS, Android, and Windows apps (it does not affect Full Web)

 

  1. On the Workload Management Configuration page, in the Filters section, add or edit the filter:

    Action Description
    Add Filter Click + Add Filter
    Edit Filter Click the filter

     

  2. In the filter, fill in the fields:

    Field Description
    Color

    Gradient Start: The color at the left edge of the filter box

    Gradient End: The color at the right edge of the filter box

    Text Color: The color of the text used to show the name of the filter

    Preview: The name of the filter shown in the color you chose and in front of the gradient you chose
    Name The name of the filter. Type the name of the filter and click outside the name field
    Timespan

    Any Ticket Due In The Future: Any ticket due in the future

    Any Ticket Past Due: Any ticket past its due date

    Due in: The number of hours until the ticket is due

     

  3. Save the filter (or click Cancel to cancel the Process):

 

Filters are displayed in the order they appear, starting from the top (top = leftmost, etc.).

  1. Click Move ( ) to drag and drop the filter into a new order

 

Filters are displayed in the order they appear, starting from the top (top = leftmost, etc.).

  1. Click the ellipsis (...) > Delete ( )

 

 

Click Load Company Workload Configurations. Result: All options are turned on and the method to group users is set to "By Team, then Folder"

Irth Solutions sets your company's configuration. To change it, contact your manager.