Define Queue 

Explanation

Use this activity to define a queue that is connected to a specific organization. It is possible to connect the assignees within the organization to different queues. All the cases are placed in a queue and handled according to its priority.

Prerequisites

• The manager IDs must have been defined in defined on the Support Organization Basic Data/Assignee tab.
• The support organization IDs must have been defined on the Support Organization Basic Data/Support Organization tab.

System Effects

As a result of this activity, queues will be created and cases can be placed in them. 

Window

Support Organization Basic Data

Related Window Descriptions

Support Organization Basic Data
Support Organization Basic Data/Queue

Procedure

1. Open the Support Organization Basic Data window, and click the Queue tab.
2. In the Organization ID field, query for the support organization in which you want to create a queue.
3. Double-click on the lower table to create a new record. 
4. In the Queue ID field, enter a unique ID for the queue.
5. In the Description field, enter a description for the queue.
6. To set the queue as the default queue for all the cases, select the Default Value check box. Alternatively, once the records have been saved, right-click on a record and then click Set/Unset Default; thereby discarding any other default setting. 
7. Enter a value in the LOV Order field to specify the order in which the queue should appear in the List of Values.
8. Enter a value in the Manager field. Use the List of Values to select a suitable value.
9. Save the record (F12).