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

      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.