Creating Queues

Use the Queues > Create queue page to create queues and specify the information that will be available to the user. Use this page to set up any sorting and filtering criteria, and the users and groups assigned to maintain the queue. You can also manage queue display columns by configuring the column sequence and labels, and then decide whether columns are sortable and searchable in the Queues page.
  1. Click Create.
  2. In the Name field, enter a queue name.
  3. (Optional) In the Description field, enter a brief description of the queue.
  4. Set the Queue Mode option depending on the queue you are creating.
    By default, Manual is selected. If you want to create a priority queue, set the Queue Mode option to Priority.
  5. Optionally, Select Personal Queue option and a field associated with the current user name.
    The selected field is associated with the user name of the current user and displayed in the queue selection criteria.
  6. To set the filter criteria of the queue definition, click Add condition and select a field, condition, and value. Applications meeting these filter criteria will be listed in this queue.
    For example, selecting Address City as the Field, is equal to as the Condition, and entering Birmingham as the Value will result in a queue containing applications entered for customers in Birmingham.
    For more information, see the related link to the topic about using filters.
  7. In the Queue Display area, perform one of the following actions:
    • Select one or more items in the Available list and click Add.
    • Click Select all to move all the items in the Available list.
    Note:
    • When you create a manual queue, it allows the user to see the fields in the grid display of the applications on the Queues page. Note that the maximum number of columns you can assign in the Queue Display area is 18.
    • When you create a priority queue, what you select and move to the Available list will not have any bearing on how applications are displayed since applications present in a priority queue are not explicitly displayed. The Queue Display area is merely provided to help select the field for the sort order in a priority queue.
  8. To manage columns in a manual queue, click Manage columns and perform the following steps in the Manage Columns window:
    1. To configure the sequence and order in which columns appear, click the left and right arrow icons to move the columns to the order you prefer.
    2. To change the name of the field label, enter text in the field above the column's given name. For example, if you want the Application Number field to display as Application # in the UI, enter that text in the field above Application Number.
    3. To allow a user to sort columns in ascending or descending order on the Queues page, select the Sortable check box for that column.
    4. To allow a user to perform a search on the information in a specific column on the Queues page, select the Searchable check box for that column.
    5. Click Update.
    Note: Managing columns is applicable only to a manual queue since applications present in a priority queue are not explicitly displayed.
  9. To set the sort criteria (the default order in which cases are presented in the queue), perform the following steps in the Sort criteria area:
    1. Select the first field to filter.
      The drop-down list of fields contains both the contents of the Available and Selected lists.
    2. Select whether the field should sort in Ascending or Descending order from the drop-down list.
    3. (Optional) To add additional sort criteria, click Add. To remove sort criteria, click the Delete order icon.
    Note:
    • While the administrator determines the sort criteria for both manual and priority queues, a user can choose to search, open and process any application from the queue. However, a user working on a priority queue does not have the option to select an application to process since the applications in a priority queue appear based on the sort criteria determined by the administrator.
    • If the sort criteria is not set, applications in a queue will appear based on the first available field from the drop-down list. This behavior is true of both manual and priority queues.
  10. Assign the queue to groups by performing one of the following actions in the Assign groups area:
    • Select one or more groups in the Available list and click Add.
    • Click Select All to move all the groups in the Available list.
    The groups move to the Assigned list.
    When you assign a group to the queue, you automatically assign these permissions to that group, which provides the ability to work with the queue.
  11. Assign the queue to users by performing one of the following actions in the Assign users area:
    • Select one or more users in the Available list and click Add.
    • Click Select All to move all the users in the Available list.
    The users move to the Assigned list.
  12. Click Create.
    The Queues page opens with the new queue in the list.
  13. (Optional) Click Back to queues to return to the Queues page.

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