Work queue & pipeline
Once an inbound signal is triaged, it becomes a work item. The work queue is where operators manage active and upcoming work across all clients — from urgent fixes to routine maintenance.
Pipeline phases
Every piece of work in Field follows the same six-phase pipeline:
Inbound
Signal arrives — email, uptime alert, scan finding, portal request, or time proposal.
Triage
Operator reviews the signal and decides what to do. Assign a client, site, work type, and priority. This creates the work item.
Work
The item is in the queue. Operator executes the task — could be a quick fix, a guided flow, or a multi-session project.
Record
Time is logged against the item. Entries can come from a manual timer, Harvest sync, or the Field Agent.
Settlement
Confirmed time entries become billable line items. Budget vs. slice rates applied.
Archive
Item is closed out. Findings resolved, budget updated, data flows into the next monthly report.
Queue sections
The work queue groups items by urgency so you always know what to look at first:
- • Urgent — critical-severity findings, downtime events, items past SLA. These surface at the top.
- • Active — items you're currently working on. An active timer may be running.
- • Queued — triaged and ready, waiting for you to start. Sorted by priority score.
Work types
Each item has a work type that determines how it's categorized and billed:
- • Remediation — fixing a finding from a scan. Linked to a specific finding type.
- • Request — client-initiated work submitted through the portal or email.
- • Maintenance — routine work: updates, backups, monitoring review.
- • Advisory — consulting, recommendations, strategy discussions.
- • Incident — unplanned response to downtime or security events.
Time tracking
Each work item has a built-in timer. Start it when you begin, stop it when you're done. Time entries record the duration and are attributed to the item's client and site. If you use Harvest, entries sync bidirectionally — log time in either place and it appears in both. Time entries in the Record phase are confirmed before they flow into settlement.
How items enter the queue
Work items are created by triaging an inbound signal. The triage step assigns the item to a client and site, sets the work type and priority, and optionally links it to a finding. Some signals auto-match — a scan finding already knows its site, an uptime alert matches by URL. For unmatched signals like general emails, you pick the client and site during triage.
Queue clearing
Completed items don't disappear immediately. They stay visible with a completion indicator until you clear the queue. The “Clear completed” action archives finished items with an animated sink. If you clear something by mistake, undo brings it back.
Next: Settlement & invoicing →