A Queue is made up of Issues that are appropriate to the Queue. For example, the
billing queue might have the following Issues (with the Issue Class in
parentheses):
- Billed for Service not ordered (Default)
- Missing Invoice (Default)
- Payment Sent/Not Received (Default)
- Credit Card Expired (Credit Card Issues)
- Credit Card Declined (Credit Card Issues)
- Credit Card double charged (Credit Card Issues)
Each Issue will have one or more Resolutions. Example for Credit Card Declined are:
- New card provided
- Check being sent
- Bank account for echeck provided
The Issue Class noted in parentheses above is used as part of the SLA Item
determination.
