The Transfer Box
The Transfer Box is a feature within the Helix system which allows for the transfer of incidents between queues.
Access the Transfer Box via Incident > Transfer Box.
Queue Monitoring
When opening the Transfer Box, it will always appear empty. In the top right, the 'Monitored Queues' dropdown must be expanded and relevant queues must be selected. This will show all inbound transfers to the selected queues.
Transfer Types
There are two types of transfer available within the Transfer Box: Action and Control.
Transfer for Action
When an incident has been transferred for an action, it will show the incident in the receiving queue, but will not remove the incident from the sending queue. When an action has been resolved, the incident is removed from the receiving queue.
Additionally, if an action has the same sender and receiver, an action is created for the incident. This is common for idle timeouts on incidents and is automatically created by the system.
Transfer for Control
When an incident has been transferred for control, it will behave in the same way as an action transfer, but once accepted will remove the incident from the sending queue.
Accepting a Transfer
When an incident is transferred to a queue, an entry will appear in the Transfer Box for the receiving queue. This will show the incident details and the sender. The receiving queue can then accept or reject the transfer. If rejected, a remark will be added to the incident with a reason for rejection.
The Transfer Box will automatically show the details of inbound transfers without the need for manual refresh.
Priority Transfers
In some cases, a transfer may be marked as a priority (e.g. from an 'Incident Creation' queue to a control queue).
If an incident has been marked as a priority transfer, it will flash red and appear at the top of the Transfer Box for the receiving queue. This is to ensure that the incident is actioned quickly.
Transfer History
Clicking 'History' in the Transfer Box will show a list of all transfers which have been accepted or rejected by the monitored queue(s).
Incidents will also have a remark added whenever they are transferred (or when a transfer is rejected) to provide a history of the incident's movements.