Queues, detail, and conversation

The queue organizes reports you can access. Each row leads with the subject and carries its number, company, and type underneath; urgency, status, and owner get columns of their own. 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

Open Reports and select a tab.
Search by number, subject, or customer name.
Open Filters and combine status, urgency, type, or company. In General you may choose All, Own, Symbolic only, or a grouped customer; this filter changes only the queue.
If you are operational staff, enable Unassigned to show only free work.
What you applied appears as chips above the list, each with a cross to remove it on its own, next to Clear all and the "N of M reports" count. Arriving with a filter in the link opens the panel, so a short list always explains why it is short.
Select a row or card to open the detail.

To act on several at once, tick their checkboxes: a bar appears saying how many you chose and offering Assign… and Close…. The people list only includes those who can receive every selected report; an empty list means they belong to different lines. When it finishes, ReportArea reports how many it applied to and how many were left out for not accepting the action. Changing tab, filter, or search clears the selection.

Ctrl+K (⌘K on Mac) opens a quick report search by number or subject, with ↑ ↓ to move and Enter to open. It only finds reports you could already open.

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

To apply the same customer across other areas, use the explicit Work in this context action. A local filter never changes navigation, the accent, or the remembered preference. My Work still contains all your personal obligations and offers its own optional filter.

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.

When you open a report with a customer, ReportArea derives its actual context. If it differs from the remembered choice, it marks a Temporary view and lets you adopt it or return to the previous context without silently changing the preference.

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

Enter a message from 2 to 4,000 characters.
Add up to 5 attachments of 5 MB when needed.
Staff can mark it as an Internal note.
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.