Managing and Prioritizing Tickets in the Queue

The ticketing queue helps your team prioritize requests, manage active ticket capacity, and automatically activate upcoming tickets as space becomes available.

AVRL tickets are handled directly by the Product Owners and engineers with specialized knowledge of the product, automation, or system involved in your request.

Use the AVRL ticketing queue to prioritize submitted requests, manage your active ticket capacity, and determine which upcoming tickets are activated next.

You can update ticket priorities at any time and arrange upcoming tickets in the order you want them activated. As active ticket slots become available, the next eligible ticket in your queue is activated automatically.

Accessing the Ticketing Queue

To access the Ticketing Focus View:

1. Select My Tickets / Queue from the menu bar 
2. Select Focus.

You will be directed to the login page, where you will enter your Supergen credentials.

Sign in with your Supergen ID

Queue Types

When a ticket is submitted, the Queue Type is automatically assigned.

Your team can have up to three active tickets in each Queue Type, for a maximum of 15 standard active tickets across the following five categories:

• Open Builds (Including Spark Forms) 
• Information Requests 
• XPATH Updates / Non-AVRL Errors
• Logic Updates 
• Not-Any-Queue

Each ticket type also includes a fourth slot that serves as a priority lane for urgent requests. This gives your team the capacity to have up to 20 active tickets at one time across all five categories.

Activating Tickets

The Ticketing queue automatically activates the next eligible ticket when one of the three standard slots for that ticket type becomes available. The priority slot is reserved for tickets your team identifies as urgent.

When more than three tickets are submitted under the same ticket type, the remaining tickets appear in your Upcoming Tickets list. You can reorder this list at any time by dragging and dropping the tickets to determine which ticket will be activated next when a standard slot becomes available.

Urgent Tickets

If all three standard activation slots for a ticket type are full and you need to prioritize an urgent request, you can manually activate the ticket in the priority slot.

Locate the ticket in your Upcoming Tickets queue and select Activate Now! The ticket will be activated immediately and moved into the fourth active slot, which serves as the priority lane.