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List the open ticket queue for an assignment group or agent, sorted by priority and age
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Basé sur la classification professionnelle SOC
Read the plant-floor Azure IoT surface — device twins (spindles, conveyors, robotic arms, vision systems), time-series telemetry with pre-annotated alarms, downtime events with cause codes and lot ids, and per-line OEE rollups (Availability × Performance × Quality).
Share generated files (PDFs, charts, CSVs) with Frank by writing them to /tmp and referencing the absolute path. The frontend auto-converts /tmp paths into download links.
Build the downloadable incident brief PDF — cover + KPI strip + OEE chart + downtime timeline + root-cause narrative + supplier/material signals + recommended actions + sign-off, per SOP §7.1. Renders via the inline HTML template + Playwright.
Microsoft 365 surface — READ Frank's mailbox / Wes's calendar / OneDrive (shift reports, SOPs) AND a strict H-I-T-L workflow to draft and send an email (e.g. brief Wes on the morning incident).
Compute and plot OEE — a 7-day trend chart with target/threshold lines, an overlay of telemetry alarms and downtime stops, plus a flat CSV export. Saves /tmp/oee-trend-<plant>-line-<N>-<date>.png + .csv.
The Olympus Cleveland-plant Standard Operating Procedure — alarm thresholds, escalation matrix, supplier quality-hold rules, OEE definitions, incident-brief template requirements. Cite the section number when answering.
| name | queue-overview |
| description | List the open ticket queue for an assignment group or agent, sorted by priority and age |
| enabled | true |
Use this skill when the user asks about a queue, their team's workload, or "what's on Aaron's plate?" (e.g. "Show me Identity & Access open queue", "What's Aaron Cole working on?", "Network tickets pending tonight").
servicenow_list_tickets with one or more of:
assignment_group — queue name (Identity & Access, Endpoint, Network, Mobile Productivity, Collaboration Tools, IT Provisioning)assigned_to — AGT-* id of a specific agentstate — typically omit to show all non-terminal, then filter client-sideSort by priority (P1 → P4), then by opened_at ascending. Show 1 row per ticket:
# {Queue or Agent} — Open Queue ({N} tickets)
| # | Priority | Ticket | Caller | State | Age |
|---|---|---|---|---|---|
| 1 | P1 | INC-7002 — Outlook on iPhone… | Diana Whitfield 🔴 VIP | In Progress | 3h |
| 2 | P2 | INC-7004 — Plant Wi-Fi dropping… | Wes Park | In Progress | 5h |
| 3 | P3 | INC-7001 — Workday MFA loop | Jamal Carter | In Progress | 2h |
| 4 | P3 | INC-7003 — Slack channel missing | Theo Nakamura | New | 19h |
Mark VIP callers with a 🔴 badge.
Summary line: **N open · X P1/P2 · Y breaching SLA · Z unassigned**.