QueueSenseITOps

Reads ServiceNow incidents in your signed-in session to show caller local time, follow-up needs and queue status, and post updates.

QueueSenseITOps: smarter queues, empowered technicians, better resolutions. A queue and follow-up assistant for service-desk agents who work in ServiceNow. Enter an incident number, or load every open ticket in your queues. The extension opens your ServiceNow pages in background tabs of your own signed-in browser session, reads them, and shows you on one dashboard: • The contact person's local time, and whether it is business hours where they are (worked out from their phone number and location). • Which tickets need a follow-up, and how often each ticket has been updated. • An Overview with open tickets by status, last-update age, ticket age by priority, and per-agent breakdowns. • Queue tracking: tickets that are new to a queue or have moved out of it in the past 24 hours, with optional auto refresh every 15 minutes to 2 hours. • Red flags: agents with many ageing tickets, tickets not updated daily, and follow-ups mostly outside the user's business hours. • A Fetch errors view that lists any ticket that could not be read, with one-click retry. • A message composer with built-in, generic follow-up templates and a configurable service desk name.