Application Workflow Reports

Support Queue

Rank Tickets by Priority

A support queue report can filter by status, derive urgency scores, and rank the next tickets to review.

Program

Play the script to choose the ticket status and inspect the ranked support queue.

support_queue_report.sql 
CREATE TABLE tickets (id INTEGER, customer TEXT, status TEXT, severity TEXT, opened_day INTEGER);
INSERT INTO tickets VALUES (1, 'Ada', 'open', 'high', 1), (2, 'Lin', 'waiting', 'normal', 2), (3, 'Mira', 'open', 'normal', 3), (4, 'Noor', 'open', 'high', 4);
WITH params(wanted_status) AS (VALUES ()), scored AS (SELECT id, customer, severity, 7 - opened_day + CASE WHEN severity = 'high' THEN 5 ELSE 0 END AS urgency FROM tickets WHERE status = (SELECT wanted_status FROM params)), ranked AS (SELECT id, customer, severity, urgency, ROW_NUMBER() OVER (ORDER BY urgency DESC, id) AS queue_rank FROM scored) SELECT id, customer, severity, urgency, queue_rank FROM ranked ORDER BY queue_rank;

CREATE TABLE tickets (id INTEGER, customer TEXT, status TEXT, severity TEXT, opened_day INTEGER);
INSERT INTO tickets VALUES (1, 'Ada', 'open', 'high', 1), (2, 'Lin', 'waiting', 'normal', 2), (3, 'Mira', 'open', 'normal', 3), (4, 'Noor', 'open', 'high', 4);
WITH params(wanted_status) AS (VALUES ()), scored AS (SELECT id, customer, severity, 7 - opened_day + CASE WHEN severity = 'high' THEN 5 ELSE 0 END AS urgency FROM tickets WHERE status = (SELECT wanted_status FROM params)), ranked AS (SELECT id, customer, severity, urgency, ROW_NUMBER() OVER (ORDER BY urgency DESC, id) AS queue_rank FROM scored) SELECT id, customer, severity, urgency, queue_rank FROM ranked ORDER BY queue_rank;
derived urgency The query combines age and severity into one sortable score.
status filter The selector focuses the queue on one ticket status.
queue rank `ROW_NUMBER` gives each visible ticket a stable review order.