Service Desk
A live queue view for ITSM teams. Manage Incidents and Service Requests across 8 pre-built queues with auto-refresh and per-queue column layouts.
What it's for
The Service Desk box type is designed for IT support and service management teams. It organises work into two tracked thing types — Incidents and Service Requests — and surfaces them through a set of focused queues, each showing only the columns relevant for that view.
Ideal for: IT helpdesks, internal support teams, NOC/operations centres, or any team that needs to triage and track incoming requests at a glance.
Thing types
| Type | Workflow | Use for |
|---|---|---|
| Incident | Simple Incident | Unplanned disruptions or service degradations that need to be restored quickly |
| Service Request | Simple Service Request | Standard, pre-approved requests such as access provisioning, equipment orders, or configuration changes |
Workflows
Incident workflow
Incidents can move back to In Progress from any waiting state, or be re-opened from Resolved or Closed.
Service Request workflow
Service Requests follow the same state model as Incidents — New → In Progress → Waiting states → Resolved → Closed — with equivalent transitions.
Queues
The queue view auto-refreshes every 8 seconds. A circular countdown timer next to the item count shows time to the next refresh. All 8 queues are always visible in the header; non-active queue counts refresh every 30 seconds in the background.
| Queue | Filters | Visible columns |
|---|---|---|
| Unassigned | Any thing with no assignee | Key, Type, Summary, State, Created |
| My Work | Assigned to the logged-in user; excludes Resolved, Closed, and Done | Key, Type, Summary, State, Created, Updated |
| INC: New | Incidents in state NEW — not yet picked up |
Key, Summary, State, Reporter, Created |
| INC: Active | Incidents in NEW or IN_PROGRESS |
Key, Summary, State, Assignee, Created, Updated |
| INC: Waiting | Incidents in WAITING_FOR_CUSTOMER or WAITING_FOR_SUPPORT |
Key, Summary, State, Assignee, Updated |
| SR: Active | Service Requests in NEW or IN_PROGRESS |
Key, Summary, State, Assignee, Created |
| SR: Waiting | Service Requests in WAITING_FOR_CUSTOMER or WAITING_FOR_SUPPORT |
Key, Summary, State, Reporter, Updated |
| Resolved | Any thing in RESOLVED state (pending closure review) |
Key, Type, Summary, Assignee, Updated |
Column reference
| Column | Source field | Description |
|---|---|---|
| Key | thingKey | Box-scoped identifier, e.g. DESK-42. Links to the thing detail page. |
| Type | thingTypeName | Incident or Service Request |
| Summary | summary | Short title of the item. Clickable link to the detail page. |
| State | state | Current workflow state, shown as a coloured badge (grey = todo, orange = in progress, blue = waiting, green = done) |
| Reporter | creatorName | Full name of the user who created the item |
| Assignee | assigneeName | Full name of the assigned team member |
| Created | created | Date the item was created (locale-formatted) |
| Updated | updated | Date and time of the last change (locale-formatted) |
Error handling
If a queue refresh fails (network error or server error), a red error message appears next to the countdown timer indicating the HTTP status code. The timer arc also turns red. The error clears automatically on the next successful refresh or when switching to another queue.
Tips
- Use INC: New as your first triage point — any incident not yet assigned to someone will appear here.
- The Resolved queue is your daily closure review list — move resolved items to Closed once verified.
- My Work gives each agent a personal view of their open load without filtering manually.
- Add custom fields (e.g. Priority, Category, Affected Service) from Box Settings → Custom Fields to capture more structured data on each item.