Huge amount of emails in "Not Queued"
Hi,
A few days ago there was a delay in the email queue, once that was sorted out we found that we have some 24 thousand emails in "Not Queued". I took a look and about 21 thousand have been closed, ie. dealt with. The other 3 thousand are from last week to almost 5 years ago.. and I find it odd that so many are still open. Could you have a look and see if you can figure what is going on?
Thanks,
Dave
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Support Staff 1 Posted by Courtenay on 19 Jul, 2016 08:54 PM
Hi Dave, that's actually a new list, which is why it seems strange to you. It helps find things you may have missed - E.g. if you aren't using discussion activity filters to return items to pending after an inactivity timeout.
Previously the only filter to view unqueued was on the pending box but that would ignore where support replied and got no user response. I also understand not everyone uses a fully queued workflow..
Some of the older data is not accurate but we are slowly re-processing those old discussions.
2 Posted by Dave on 19 Jul, 2016 09:37 PM
Thanks Courtenay, I will pass that on to the team and see if they are any less confused afterwards ;-)
Cheers,
Dave
Support Staff 3 Posted by Courtenay on 19 Jul, 2016 10:19 PM
Let me know! :) I think having the count be based on the open/closed filter would be an improvement...
4 Posted by Dave on 19 Jul, 2016 10:57 PM
Yeah.. but even then the count of open items in unqueued is almost 3K, which is probably 2500 more than what is actually open when I look at the other queues.
Support Staff 5 Posted by Courtenay on 19 Jul, 2016 11:04 PM
From a quick look at it, seems like in some cases people just forgot to click "close".
Or, dealt with the issue and removed it from the queue. So now it's in "not queued" because it isn't in a queue.
6 Posted by Dave on 19 Jul, 2016 11:14 PM
I can totally see *certain* people removing it from a queue instead of closing it.. argh. I’ll check with the Support team boss and see how she’d prefer to proceed…
Cheers,
Dave
Support Staff 7 Posted by Courtenay on 19 Jul, 2016 11:16 PM
I can do some automated things for you to quickly deal with various situations once you define what, exactly, those are.
Can also probably just hide the 'unqueued' list. It's a day-old feature that may be more harmful than helpful.
8 Posted by Dave on 20 Jul, 2016 12:35 AM
I’ll talk to Sue and get back to you..
As for hiding it, that might make less work for you ;-)
Cheers,
Dave
Courtenay closed this discussion on 20 Jul, 2016 09:18 AM.