Scenario: Each team at the University may have different business rules that determine how incidents are allocated to users. You will either access new incidents directly from My Inbox or Queue Report. The following work distribution methods may be used in your work area;
1. Staff work directly from the queue(s) via Queue Report and choose the incidents they wish to respond to,
2. Key users manage the queue (via Queue Report) and assign incidents to users, and users then work from their inbox,
3. Key users manage the queue (via Queue Report) and assign a category to incidents, and users then work from ‘Queue Report’ by applying Category search parameters,
4. Users use the ‘fill inbox’ function which allocates 3 incidents from the selected queue (up to a maximum of 10) to that user’s inbox.
1 Use the left Navigation Pane to open Queue Report and click Search on the pop up
2 Your content pane will now display a report of all incidents that are in your teams queue with information under each of the following column headings;
Column Heading Description
Date Created The date and time the incident was created
Reference Number The incident reference number
Subject Shows the subject line entered when the
incident was created
Assigned Account The individual user to whom the incident has
been assigned – no value or a blank space means that it is not yet assigned.
Full Name The contacts first name and last name
Email Address The contacts email address
Category The category that has been given to the incident
Status Shows the status of the incident (i.e. Opened,
Answered etc.)
Queue Shows which queue the incident belongs to. This
will all be the same unless you are allocated to more than one queue.
Channel The channel of the incident (i.e. Email, Phone,
Face to Face).
Tip: To sort by column, single click on a column heading. A or will appear to indicate if it is sorted in ascending or descending order
Tip: Slice the report using the bar on the left, this will allow you to filter by Assigned Account. To change which column data you can slice the report by clicking Slice in the Ribbon Bar and select use the drop down menu to change the value of Slice items by
3 Close all open tabs by right clicking a tab and selecting Close All
5 Click Fill Inbox on the Ribbon Bar
6 The following pop up will appear:
Use the drop down menu to select the queue you wish to fill your inbox from and select OK. Note: This pop up will not appear for Ask Adelaide users
7 Three new incidents will enter your inbox, you can continue to click Fill Inbox, until there are 10 incidents in your inbox
Assign an incident to another user or queue
Scenario: You may need to assign an incident to particular user within your team or to another team so that the correct person can provide a response to the contact.
8 Use the left Navigation Pane to open Queue Report and click Search on the pop up (changing the search parameters as required)
9 Locate an incident that is not yet assigned (i.e. [No Value]) and double click on the row or click Open 10 Use the drop down menu in the Assigned field to locate your own name (or training name, if you are in
training) and select it
Note: If you wish to assign an incident to another user in your team, select their name instead. 11 Click Save and Close on the Ribbon Bar
12 Navigate back to My Inbox using the Content Pane Tabs and click Refresh in the Ribbon Bar.
The new incident that you just assigned will appear in your inbox
Note: The maximum of 10 incidents in your Inbox only applies when you are using Fill My Inbox Tip: To assign an incident to another queue, use the same process as above, changing the Queue as well as the Assigned field. Note that general users are not able to assign an incident to a specific user in another queue, however managers can.
Forward an incident to a Subject Matter Expert
Scenario: There is an incident in your inbox that requires advice from a University Academic, who is not a RightNow User, these people are known as Subject Matter Experts (SME’s)
13 Open an incident (from your My Inbox, Queue Report, Quick Search) 14 Click Forward to Expert in the Ribbon Bar
15 The following screen will pop up:
16 Enter the email address of the Subject Matter Expert (must be an @adelaide.edu.au email address). To: [email protected]
Tip: Click the To button to see a list of all staff. 17 Enter the Subject and any Comments for the SME.
If you want to include Private Notes check the tick box. Select the Attachments that you would like the SME to see. Press Send
Click OK on the confirmation pop up
Note: The SME will receive an email asking them to use their staff credentials to log into a RightNow portal to be able to respond. The portal will display the contacts basic details and a copy of the
18 Press Refresh in the Ribbon Bar. You will notice now that the incident Status is set to
Referred to Expert and an Automatic Note has been added to say the incident was forwarded and a Private Note has been added with your comments to the SME.
19 Once the SME has replied the incident will automatically change status to Expert Advice Received and will appear in its original inbox or queue (as per assigned/queue settings) for action.
20 After reviewing the SME response you can respond to the incident as per normal.