Workload
Use Workload Management to see how many tickets or items are assigned to each user or folder and to manage time off for your users:
- Workload Manager: Manage your users' work by seeing all items and tickets assigned to a folder or user and changing these assignments. There are two interfaces:
- Workload Manager: The standard interface. See table below for features
- Workload Summary: An expanded interface available on request. See table below for features
- Workload Summary Configuration: Used to manage settings for Workload Summary
- User Schedule: See, schedule, and delete your users' time-off
Workload Manager and Workload Summary Feature Comparison
| Feature | Workload Manager | Workload Summary |
| Due dates for items/tickets | Y | Y |
| Folders | Y | N |
| Default capacity for items/tickets assigned to folders | Y | N |
| Prompt for note when putting in folder | Y | N |
| Put items/tickets in folders/Assign items/tickets to folders | Y | Y |
| Search by folder | Y | Y |
| Items and tickets | ||
| Display items/tickets by folder or team or both | N | Y |
| Exclude tickets with ongoing responses | Y | N |
| Item details available | Y | N |
| Item text available | Y (from item details) | Y |
| Ticket text available | N | Y |
| Manage tickets, items, or both | N | Y |
| Map | ||
| Map (from item/ticket) | Y | N |
| Map showing all items/tickets | N | Y |
| Users | Y | Y |
| Assign items/tickets to users | Y | Y |
| Display contract locators | Y | N |
| Default capacity for items/tickets assigned to users | Y | N |
| Prompt for note when assigning to user | Y | N |
| Search by user | Y | Y |