How does the Pending Zone work on the Agent WorkBoard?
The Pending Zone is an optional area where an agent must accept or decline a Service Call.
How to Enable/Disable the Pending Zone
The Pending Zone is disabled by default because the two default macros that control the outcome of created events, Scheduling – Appointment Created for Appointments and Scheduling – WorkEvent Created for WorkEvents, respectively, will set the WorkBoard Acknowledged flag to true out-of-the-box, bypassing the Pending Zone. You can update these macros to set WorkBoard Acknowledged to false, at which point all newly created Service Calls in Rocketship will show up in the Pending zone.
What Does Accept Do?
When a tech clicks Accept, they trigger the macro “WorkBoard – Resource Accepts Work.” By default, this macro will set “WorkBoard Acknowledged” to true, moving the Service Call to either the My Appointments or My WorkEvents zones.
What Does Decline Do?
When a tech clicks Accept, they trigger the macro “WorkBoard – Resource Declines Work.” By default, this macro will set “WorkBoard Acknowledged” to true and set the Service Call to Complete (removing it entirely from the WorkBoard).
How do I make the Pending Zone disappear?
So long as there are Service Calls that have not been acknowledged (via the Accept/Decline buttons), the Pending Zone will stay active. The Pending Zone disappears when there are no Service Calls to acknowledge.
You can also see that a Service Call is in the Pending Zone in the Service Call Timeline view in a Ticket/Task workspace.