Activating and Deactivating Queues

Each queue has a status of Active or Inactive. When a queue is active, applications from that queue can be assigned to users. When an administrator deactivates a queue, applications are not assigned from that queue to any user, and users cannot select applications from that queue. Queue status appears in the Status column of the queues listed on the Queues page.

Queues can be put in the Inactive status to prevent users from actively working from them if the queue needs to be taken out of service for some reason; for example, if a queue definition is too broad and criteria need to be added to make it more manageable for the users working from the queue.

Normally, you deactivate a queue while you update it, but this is not essential. If you do not deactivate a queue while you update it, users can still work from the queue, which will display applications using the last saved definition. When you deactivate a queue, the queue no longer appears in the My Queues pane on the Home page. (This is an immediate change. You do not have to log off and log back on to the system to see the change.)

For users who have permissions to work from more than one queue, an inactive queue is not listed in their assigned queues.

  1. In the administration navigation pane, click Queues.
  2. (Optional) In the search area field, enter search filter criteria and click Search.
  3. Perform one of the following actions:
    • To deactivate a queue, select the check box next to the entry row and click Deactivate.
    • To activate a queue, click Show inactive queues or Show all, select the check box next to the entry row, and click Activate.

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