Queues, detail, and conversation

The queue organizes reports you can access. The detail page combines context, history, conversation, and the actions currently available.

Availability: active members; queues and internal notes depend on role and relationship to the report. Level: Basic to intermediate.

What it is for

It helps you find pending work, follow your own reports, communicate without losing context, and separate requester-visible information from team-only notes.

Before you start

You only see tabs that apply to your account:

• My line: active work in a line associated with your role.
• My queue: active work assigned to you.
• My reports: everything you created, including completed history.
• All: organization-wide administrative view.

Professional does not use My line; its jobs are automatically assigned.

Find a report

1. Open Reports and select a tab.
2. Search by number, subject, or customer name.
3. Filter by status, urgency, type, or customer.
4. If you are operational staff, enable Unassigned to show only free work.
5. Select a row or card to open the detail.

Work queues prioritize higher urgency and then older reports. My reports and All show the newest first. Each page contains up to 15 results.

Read the detail

The header shows number, subject, status, type, and urgency. Depending on mode and case, it may also show customer, requester, assignee, line, group, field dates, assets, parts, signatures, transfers, and customer tracking. Buttons appear only when your permission and the current status allow an action.

The creator, assignee, an administrator, current-line members, and people who previously participated through a message or transfer can open a report. Belonging to the same organization alone does not grant access to every report.

Use the conversation

1. Enter a message from 2 to 4,000 characters.
2. Add up to 5 attachments of 5 MB when needed.
3. Staff can mark it as an Internal note.
4. Send it; the conversation updates and may notify related people.

Regular messages are visible to the requester and authorized team. Internal notes are visible only to report staff: assignee, current-line members, and administrators. Automatic messages record taking, assignment, status changes, and other actions.

Rules and effects

• The team's first public reply records first response.
• If a report is Waiting and its creator sends a public reply, it automatically returns to In progress.
• Internal notes do not resume a report and are not offered for public tracking.
• Closed and Cancelled reports do not accept new messages.
• An attachment from an internal note can never be published as a customer update.

Required and optional

Required to send: text of at least 2 characters. Optional: attachments and, for authorized staff, the internal-note flag.

Example

The technician publicly asks which equipment version has the issue and marks the report Waiting. The requester replies in the conversation, so ReportArea returns it to In progress. The technician separately adds an internal note with a hypothesis the requester does not need to see.

Limits and privacy

Do not confuse the report conversation with public tracking. Nothing in this conversation is automatically published outside the organization. Before sending, confirm whether the requester should see the content or only the team.