One of this first items on my list was to enable queues to compartmentalize IT Apps, Infrastructure and Help Desk. While you can build queues, there's no Queue & Agent relationship according to ticket SW22670377. What we would like to do is manually assign tickets to a queue. Then the agents in that queue can grab the ticket. We would want to run reports on open tickets by queue, queue/agent, and so on.
In a typical ITSM setup, you would have a dropdown in your incident form to select queue. Then, a dropdown to select agents in that queue instead of one 'Assigned-To' dropdown.
