Case Queues

Case queues promote organization and management of service ticket tasks. Tasks are configured to be automatically assigned to a case queue when they are ready to be worked. Queuing facilitates:

Specific tasks or functions to be worked by a specific group of resources through security settings.
Management of aging tasks through the use of escalation.
Visibility and management of tasks that are moved between resources before completion. The task queuing history is visible in a task's history tab in the workspace.

To access all case queues, navigate to System Management > Collection > Case Queues.

While working a queue, the user works the first task in the queue to completion, then they are automatically directed to the remaining tasks in that ticket before getting the next task from the queue. Once all tasks within a single ticket that the user has access to are completed, the next task in the queue is retrieved.

The following columns display on the Case Queues page:

Column Name	Description
Name	The name of the Case Queue.
Description	The description of the Queue. This also appears to the end user accessing the queue.
Department	The department associated to the Case Queue.
Users	The number of users assigned to the Queue.
Security Groups	The number of security groups assigned to the Queue.
Last Modified	Denotes when the last modification was made to the Queue.
Modified By	Denotes who made the last modification to the Queue.

From the Case Queues page, administrators can create queues, copy queues, edit queues, and delete queues.

Queue Attributes

All case queues share common attributes that are defined while creating, copying, or editing a queue.

General

The general attributes include basic information pertaining to the case queue.

General attributes are located within the General Tab:

Attribute	Description
Name	Provide a unique name for the case queue. This is a required field.
Description	Provide details about the case queue. Although descriptions are not required, they appear within queues list to provide users with more detail when they work a case queue.
Department	Select a department from the drop-down; this is used for SLA reporting. No Department is pre-populated.

Security

Security attributes allow administrators to control which users and groups have access to work a case queue.

Security attributes are located within the Security Tab:

Attribute	Description
Assign Users	Select users from the Available Users list and move them to the Assigned Users to provide users access to the case queue from the Queues icon in the Ribbon Bar.
Assign Groups	Select groups from the Available Groups list and move them to the Assigned Groups to provide groups access to the case queue.

For information about assigning a task to a queue during configuration an assigning escalation schedules. Please see the Case Tasks topic in this guide.

Show Creating a Queue

The Create function enables administrators to create a new case queue.

To create a new Case Queue, click .

The New Queue screen appears. Navigate through the General and Security tabs to update attributes.

When finished entering all the information, click to create the new queue and return to the Case Queues page. The new case queue populates in the grid and can be worked by users with allocated permissions.

Show Copying a Queue

The Copy function enables administrators to copy an existing case queue. The copied queue can be used as the foundation for a new queue.

Highlight the Case queue that is to be copied. Click .
The Copy Case Queue screen appears. Navigate through the tabs and make any necessary changes to the Case queue.
When finished entering all the information, click to save the new task queue and return to the Case Queues page. The new queue is now listed in the grid and available to be worked by users with appropriate permissions. Click to return without saving.

Show Editing a Queue

The Edit function enables administrators to edit an existing queue attributes.

Highlight the queue that is to be edited. Click .
The Edit Queue Screen appears. Navigate through the tabs and make any necessary changes to the queue.
When finished entering in all information, click to save the queue and return to the Case Queues page. Click to return without saving.

Show Deleting a Queue

The Delete function enables administrators to remove an existing case queue.

Highlight the queue that is to be deleted. Click .
A confirmation message appears.
Click Yes to delete the task queue. Click No to return to the Case Queues page without deleting.

Task Queues that have tasks still remaining in them cannot be deleted. Task Queues that also have a Case Type assigned to it cannot be deleted. Error messages appear if an attempt is made to delete a Task Queue with these features assigned to it.