list_support_queue

tech.kaiku/kaiku · Verify this server

The support desk's queue: open requests, the most urgent first — overdue, then due soonest, then those waiting on their requester. Each item says whose turn it is ('clock.turn': 'first' = nobody has answered yet, 'reply' = the requester wrote again, 'requester' = we answered last and the clock is stopped), since when it has waited, the working hours waited, when the answer is due and whether it is 'onTime', 'dueSoon' or 'overdue'; plus the assignee. 'numbers' has the current counts and, over the last 30 days, the median time to a first human answer and to resolution (in working hours — weekdays only) and the share answered within the promise. An automatic acknowledgement or automatic answer is never counted as an answer; 'numbers.auto' says how many requests the automatic answer got, how many were then resolved with no human reply and no further word from the requester ('settled'), and how many requesters wrote again after it ('askedAgain') — per rule too. An item's 'autoRule' is set when the request got an automatic answer. Readable by anybody who can read the support project.