Define a Specific Queue

Use the Queue Clause section of a Query Builder to define a Queue Clause. A Queue Clause containing a Specific Queue finds records on a particular Queue, such as First Level Support or Hardware. The Specific Queue section provides you with multiple options to narrow the Query. When you define a Specific Queue, you define:

• Condition: Queue behavior (example: Record is not on Specific Queue).
• Who: User who checked out the record, if applicable.
• Queue: The specific Queue where the record is located.

To define a Specific Queue:

1. Open a Query Builder.
2. Select New on the Query Builder toolbar, and then select Queue Clause.
3. In the Where drop-down list, select a condition:
   • Record is on Specific Queue
   • Record is not on Specific Queue
   • Record is checked out to Specific Queue
   • Record is not checked out from Specific Queue
   • Record is suspended on Specific Queue

     Note: If you select Record is checked out to a Specific Queue, select the specific Team member from Checked out by drop-down list.

4. Select the ellipses button next to Specific Queue to open the Queue Manager, and then select an existing Queue.

5. Select Save.