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

      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.