queue-overview

name	queue-overview
description	List the open ticket queue for an assignment group or agent, sorted by priority and age
enabled	true

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:

# {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.