Finding things that need attention
I struggle a bit right now trying to quickly find the things
that need attention, especially when using tender
collaboratively.
In particular:
What issues have come in that need to be assigned? You can't see which issues have been assigned to a queue without opening it. Our first step in triage is usually either respond to the user or put it in a queue. But when you put it in a queue, it just stays in the new state. I don't need to look at items in someone else's queue. I'm really interested especially in "pending items that have not been put in any queues"
Looking in my own queue, what do I need to look at? First priority is pending items, then open items. Assigned is less important, and I don't care at all about resolved. But I have to carefully scan the icons to identify those things. The problem is exacerbated if you page the results. A couple of things would resolve this problem: sorting first by status, or allowing the option to sort by status; print the state instead of using the icon--the icons are fine but yellow vs blue isn't exactly instantly internalized, you kind of have to keep referring to the legend or tooltips; having a filter or something, like a switch as part of the legend would help.
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1 Posted by Kyle Neath (Git... on 03 Mar, 2009 08:59 PM
Yes, queues still need a lot of attention. I was hoping we'd have more time to polish them off so far, but we haven't. You'll have to be patient with us right now as queues is an experimental feature and not ready for primetime yet.
Support Staff 2 Posted by Courtenay on 03 Mar, 2009 09:00 PM
I'm personally a fan of filtering within the queues :)
3 Posted by bkayser on 03 Mar, 2009 09:08 PM
Yeah filtering within the queues would take care of it.
And by the way the queues may be rough but even in their current state they are very helpful. Look forward to seeing the polished version.
4 Posted by bkayser on 05 Mar, 2009 06:29 PM
Ahhh.... the little block saying what queue the issue is in. Nice! That's a huge help for us right now. Good solution for the first paragraph.
5 Posted by Kyle Neath (Git... on 05 Mar, 2009 10:12 PM
Glad to know you like it! Filtering is coming extremely soon too.
6 Posted by bkayser on 19 Mar, 2009 05:58 PM
Filtering/sorting in queues is great. You nailed both my issues. Nice work.