Managing queues availability and assignment
There can be queues that are not required at a given time and you do not want to delete them. You can mark such queues as inactive. If you configure a queue as inactive, that queue is not shown in the following locations:
- Queue or Owner ID lookup fields in the Remedyforce Console (
- Suggested Owner & Queue Assignment Rules page (Remedyforce Administration > Configure Application > Suggested Owners & Queue Auto Assignment)
- Templates creation page (Remedyforce Administration > Configure Application > Templates)
- Incident assignment to queue lookup field (Remedyforce Administration > Configure Self Service > Incidents)
- Assign Tickets created from this layout to Queue lookup field (Remedyforce Administration > Configure Self Service > Tickets Layouts)
- Owner ID and Client ID fields on the Qualification tab of a service target
- In the Color Coding and Query Condition sections of new QuickView
If you mark a queue that is common for multiple objects as inactive for one of the objects, it becomes inactive for all other objects too.
Based on your company's organization structure, you might have different departments, accounts, roles, and so on in your organization. If you have queues for all these sets of users, staff members will see a long list of queues. To show limited queues for quick assignment, you can assign queues to these sets of users. By default, all queues are assigned to all users.
While submitting a record to a queue, only the entitled queues are shown to users in the Queue lookup field. However, in the following conditions a user to whom the queue is not entitled also gets the unentitled queue in the Queue lookup field. When the user opens the Queue lookup window, the unentitled queue is not shown.
- You have configured a workflow or trigger to assign a record to a queue.
- You have configured the automatic assignment of a record that meets specific criteria to a queue.
For more information, see Configuring automated assignment of records to queues.
A user has access to all the queues assigned to the role, account, and profile of the user. To understand how queues are assigned, consider the following example. Say, the following table summarizes the queue assignment in your organization:
|Priority||First Line, Backend Support||Acme, Best Transporters||ServiceDesk Staff, Backend Support|
|VIP clients||VIP Handlers, Email Support, Printer Support||Acme, Financial Corporators|
|First-Level Support||Email Support, Printer Support||ServiceDesk Staff|
|Second-Level Support||IT Agent First Line, IT Agent Second Line||ServiceDesk Staff|
|Backend Support||IT Agent Backend||ServiceDesk Staff|
According to this assignment, a user whose profile is Backend Support and no role or account is assigned to the user will have access to only the Priority queue. A user whose profile is ServiceDesk Staff and account Acme will have access to the following queues: Priority, VIP clients, First-Level Support, Second-Level Support, and Backend Support.
The Queue field is available on a form in the Remedyforce Console if the Enable Queue and User Assignment check box is selected on the Remedyforce Administration > Application Settings > Record Assignment page. You can also add the Queue field to a form. For more information about adding a field to a form, see Customizing forms for the Remedyforce Console tab.
The following topics are provided:
To manage availability of queues
- Click the Remedyforce Administration tab.
- On the Home page, click the Manage Users tile, and from the menu, select Manage Remedyforce Active and Inactive Queues.
- From the Object list, select the required object, such as Incident/Service Request.
The queues associated with the selected object are displayed in the Active in Remedyforce forms list.
Perform the following actions based on your requirements:
From the Active in Remedyforce forms list, select the queues that you do not want to display in the Queue lookup field, and click the right arrow.
From the Inactive in Remedyforce forms list, select the queues that you want to display in the Queue lookup field, and click the left arrow.
- Click .
Repeat steps 3 to 6 for the other required objects.
A dot (.) is shown besides the queues that are common to all objects. Also, if you configure a common queue as inactive for one object, that queue is inactivated for all objects.
To assign queues
- Click the Remedyforce Administration tab.
- On the Home page, click the Manage Users tile, and from the menu, select Manage Queue Availability.
- Click Assignment.
- Select the set of users for whom you want to assign queues.
You can select multiple options.
BMC recommends that you assign queues based on one of the options only.
- From the Queues for list, select the object whose queue you want to assign.
The options that you select in the Configure Queue Assignment Based On field are shown in the For selected list.
- From the list of accounts, roles, or profiles, select the required option to assign queues.
From the Entitled Queues list, select the queues that you want to assign to the selected set of users.
You cannot assign inactive queues. For an object, you can assign a maximum of 1000 queues to each role, account, and profile.
- Click .