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List the open ticket queue for an assignment group or agent, sorted by priority and age
Instalar com Codex ou Claude Copie este prompt, cole no Codex, Claude ou outro assistente e deixe que ele revise a página da skill e instale para você.
Baseado na classificação ocupacional SOC
| 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**.
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.