Work queues are organized, and listed under work queue categories. Before creating a work queue, you should first create a queue category, and queue policy. Define a queue category, and Work queue policies provide more specifics on these topics.
Users with the queue_manager role, and with CREATE_GROUP privileges can create work queues.
To create a work queue:
Navigate to Administration > Work Queue Management > Work Queues.
Navigate to the work queue category where you want the new work queue to be located.
Select File > New > Work Queue.
Type the name of the new work queue using lowercase letters. Do not use quotation marks in the work queue name.
Type a description of the new work queue, if necessary.
By default, you are assigned as the queue manager. To change the queue manager, click Edit next to Queue manager, select a different user, and click OK.
Select a policy name to apply to the queue.
The settings for the queue policy appear as read-only fields on the page, except for the policy manager name.
To change the name of the policy manager, click Edit.
The name of the policy manager appears by default.
In the Work Assignment Matching Filters area, click Add to select skills that are required for the work queue. The system uses these skills to filter, and assign tasks to the queue.
The system displays a page where you can select specific skills to apply to the work queue.
Select the skills you are adding to work queue. Click the add arrow to move the skills to the content selection area of the page.
Click OK.
Assign users to the queue by clicking Add in the Assigned Processors table.
Select the users you are adding to work queue. Click the add arrow to move the users to the content selection area of the page. Only users with roles queue_processor, and queue_advance_processor appear in the list of available users. The chapter on user management provides more details on setting up users, and groups.
Click OK.
The system prompts you to select the skills that it uses in matching work assignments to the individual users.
Select the appropriate skills for each user, clicking Next after you have set up each user’s matching skills
When you have selected the skills for each user, click Finish.
The system will not allow you to save the page until all assigned users have their skills selected.
By default, the new work queue is placed in the current category.
To move a work queue to another category:
Select the work queue.
Select Edit > Add to Clipboard.
Navigate to the category you want the work queue to move to.
Select Edit > Move
To delete a work queue:
Navigate to Administration > Work Queue Management > Work Queues.
Navigate through the categories to select the work queue to delete.
Select the work queue.
Select File > Delete.
The system warns you that this operation cannot be undone.
If the work queue is in use, and is referenced by other work items, the system will not delete the work queue.
Click OK to delete the work queue.
Deleting a work queue does not delete the category it was related to.