Define a User Queue

Use the Queue Clause section of a Query Builder to define a User Queue. A Queue Clause containing a User Queue searches records on one of the specialized Queues that is automatically associated with each User. When you define a User Queue, you define:

• Condition: Queue behavior (example: Record is not on User Queue).
• Who: User who checked out the record, if applicable.
• User Queue: Team (example: 1st Level Support) and User (example: Current User).

To define a User Queue:

1. Open a Query Builder.
2. Select New on the Query Builder toolbar, and then select Queue Clause.

   The Queue Clause section displays in the Stored Query window.

3. In the Where drop-down list, select a Queue 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 a specific User's Queue:
   1. In the far left drop-down list, select a Team.
   2. In the far right drop-down list, select a User.

5. Select Save.