Assigning Tasks to a Queue

 

A queue is a set of users. When a task is assigned to a queue, any user that is a member of that queue can take and complete the task.  

Example:

In a support ticket process when a ticket is created, any support person who is free can take and resolve the ticket.

 

1. Check out the solution.
   
   
2. Click the Create tab. The Solution Item ribbon menu is displayed.   
   
   
3. Click the New Assignment Profile drop-down arrow. The shortcut menu is displayed.
   
   
4. Select Add Queue Assignment Profile. A queue assignment profile is added to the solution and opened for editing.
   
   
5. In the Queue Assignment Profile Name field, type a name for the queue assignment profile.
     
   
6. In the Assign task to Queue field, select an editor and set the field to a static or dynamic value that is the name of the queue to which you want the task assigned.
   
   
7. Set the due date and escalations with overdue actions, and notifications messages. Please refer to the corresponding topics for more information on configuring these values.
   
   

   Note:

   Setting due dates, escalations, and notifications is optional.

   
   
   
8. Click the save button. You assigned a task a user in a queue.