Contents:
Overview
The queue functionality within Request Management allows requests to be grouped together into specific queues based on spaces, categories and statuses.
These are a way to group management of requests for example, you could have a queue for Building A and a queue for Building B with different request managers/assignees, or you might have a cleaning queue with all cleaning categories in a building.
Queues are assigned to Request Managers and Request Assignees to manage these requests by a Property Manager.
If you do not need separate queues at your location, all requests will be managed through one default queue.
RM and RA will be removed from user settings
If RM or RA is added as a role in the widget/user settings, they will need to be manually added to a queue after
RM and RAs do not need to be from the same owenershop company as the queue
PMs who create a category - the category will be automatically assigned to their company
Creating a Queue
Queues can only be created by the Equiem Admin Team.
Please raise a support ticket to request a queue be created for your location with the following information:
The name of the queue
Which categories, statuses and spaces should be included in the queue
Which company should be the owner of the queue
Request Managers and Assignees do not need to be from the same company as the queue owner, however Property Managers do in order to add queue agents.
Adding Request Managers & Assignees to a Queue
In order to manage requests within a queue, Request Managers and Assignees will need to be added to the relevant queue.
Assigning the Request Manager or Assignee role within a user’s profile will not automatically add them to a queue
Users will need to be registered to your platform before they can be added as a Request Manager or Assignee.
To add Request Managers & Assignees:
Open Request Management and click Settings from the top left hand corner.
Navigate to the Queues tab
Here you will see a list of all available queues at your location.
Select the relevant queue. You will see a list of existing queue agents.
Click Edit
Search for Request Manager(s) or Request Assignee(s) to add to your queue using the search bar. Click Add next to the user’s name to add them to the queue.
Press Save to confirm your changes.
Removing Request Managers & Assignees from a Queue
To remove a Request Manager or Assignee from a Queue:
Open Request Management and click Settings from the top left hand corner.
Navigate to the Queues tab
Here you will see a list of all available queues at your location.
Select the relevant queue. You will see a list of existing queue agents.
Click Edit
Select the Remove button next to the user’s name(s) you would like to remove
Press Save to confirm your changes.
Adding Categories to a Queue
To add an existing category to a different queue, please raise a support ticket
When creating a new category, you will be required to add the category to an existing queue. Ensure the queue you would like to add the category to is set up beforehand.
To add a category to a queue:
Open Request Management and click Settings from the top left hand corner.
Navigate to the Categories tab
Select Add Category from the left-hand corner
Add your chosen icon, category name, and type (if applicable). Then select the building(s) this category should be available at.
Next, select the queue from the drop-down list.
Click Next: Add Subcategories, and add the relevant subcategories, if applicable.
Select Add Category to save your changes.
FAQs
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