queue-overview

## Instructions 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"). ### Tool to use `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 agent - `state` — typically omit to show all non-terminal, then filter client-side ### Render Sort by priority (P1 → P4), then by `opened_at` ascending. Show 1 row per ticket: ```markdown # {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**`. ### Constraints - Don't fetch work notes unless the user specifically asks to dig into one. - If the queue is empty, say so directly and offer to switch to another queue. - Always include the ticket id in column 3.