The information on this page provides clarity on the use and benefits of queues, and how to implement Queue Management.
Queues are designed to help manage shared workloads. By giving managers and agents the ability to review and prioritize incoming tickets with a shared workload, queues help ensure you meet Service Level Agreements (SLAs).
Queues aid your teams in working most effectively to provide a satisfying user experience.
Tickets in queues are Pending Assignment, therefore, they are not being worked on by an agent until the ticket is officially assigned.
To maximize the benefits of using queues to help with ticket management, you should:
- Create a new queue.
- Set up automatic assignment of items to the queue.
- Create a view of the shared work items.
- Share the view with the queue members.
For example, when your team addresses many Tier 1 Incidents, best practice is to create a new queue for Tier 1.
(Including example use case)
- Go to Setup > Users and Groups > Queues.
- Click the blue Add icon to Create a new queue.
- Provide a name for the queue, for example, Tier 1 Incidents.
- Provide an optional Description, for example, Queue for all incoming incidents via email.
- Determine whether you want to provide automatic email notifications. The Notifications option is set to Off by default. When you wish to provide automatic email notifications, simply toggle the pill bar to On to inform relevant members that a new Incident has been created.The queue Notification toggle is specific to the queue you are creating and independent of the general notifications toggle you see in Setup > Global Settings > Notification Settings. When the queue toggle is off, queue members will not receive emails notifications regarding the queue.
- Determine whether you want to allow Round Robin Assignment, which auto-assigns Incidents to members of the queue based on their availability. The Round Robin Assignment option is set to Off by default. When you wish to auto-assign based on agent availability, simply toggle the pill bar to On. See Round Robin Assignment for more information.
- Add Queue Members by clicking the Add Members button. Here you select the members who will have access to tickets in the Queue. Members can include individual users and/or groups.
When a group is added to a queue, the group and queue are synced. Be aware that if someone is added to or removed from the Group, that person will be added to or removed from the Queue as well.
- Create and activate the Queue:
- Click the Create button in the upper right of your screen.
After clicking Create, activate the queue via the Activation toggle in the upper right.
All new queues are inactive by default and must be activated via the toggle. After activation, the new active queue appears in the Assigned to fields.
To further automate your tickets, follow the steps below:
- Go to Setup > Service Desk > Automation Rules.
Click the blue Add icon. The Add Automation Rule dialog opens.
Provide rule Name, for example: Tier 1 Incident Assignment.
- Provide optional Description, for example, Route all incoming (via email) Tier 1 Incidents to this queue.
- From the Trigger list, select the appropriate option (Object created, Comment added, Object updated, or Custom).
- From the Scope , select the appropriate option (Incident / Service Request, Change, or Computer).
- Optionally, under Conditions, click either +Add Condition or +Add Time Based Condition.
To the right of Conditions, add an operator (OR or AND) between conditions if needed.
- Navigate to your Service Desk and select Incidents.
- Select the blue Edit View button to filter and edit your view to only display Incidents assigned to Tier 1 Incidents Queue.
- For more information regarding filtering, editing and/or customizing your view, click here.
- Click Apply
- Notice that the Index title now shows (Edited) - Select the icon to reveal the dropdown menu. Click Save as New and name the new view. Click Save
- From the same dropdown menu, you can also select Share to share this view with other queue members to ensure that all members are seeing the same view and take from the list of prioritized tickets.
- An email will be sent to all members that the new view was shared with.
Once you have created your queue and assigned relevant members, you should repeat the steps above to create as many queues as necessary to manage incoming tickets.
Go to Setup > Users and Groups > Queues.
From the All Queues screen, click the link to the queue that needs to be edited.
Modify as required.
Click Save in upper right corner.
Queue implementation to manage your tickets
Queues can be applied in many areas throughout your SWSD. Below is a detailed list of fields and functions where queues can be applied.
The use of queues is available only once the field is edited.
|Assigned to Field||
||Incidents, Problems, Changes and Releases|
|Default Assignee||Record pages||Service Catalog Items and Change Catalog Items|
|User type variable||Record pages||Service Catalog Items and Change Catalog Items|
|User type custom field||Record pages||All objects|
|Technical Contact field||Record pages||Computers, Printers, Mobile Devices and Other Assets|
|Owner field||Computers, Printers, Mobile Devices and Other Assets|
|Categories: Default Assignee||Categories setup page|
|Sites: Default Assignee||Organization setup page|
|Departments: Default Assignee||Organization setup page|