Queues

Queues hold work items, internal messages, and correspondence that is waiting for approval. A node can have one or more queues associated with it.

XTRAC uses both work queues and personal queues.

• Work Queues: Queues that you explicitly create.
• Personal Queues: Queues that XTRAC automatically creates when you create an operator profile. XTRAC gives a personal queue the same name as the operator’s Rep ID.

XTRAC associates an operator’s personal queue with the operator’s default node. If you change an operator’s default node, the operator’s personal queue is associated with the new default node. The personal queue is always part of the operator’s work access group.

An operator with work or view access to a node has access to all of the work queues that are associated with the specified node. An operator requires special privileges to access or transfer work items in another operator’s personal queue.

Transfer rules move work items to both work and personal queues. Operators can get work from either type of queue.

For additional information about how operators work with queues, see Entitlement Sets.

For information about how operators are notified that they have work in their personal queue, see Notification About Work in a Personal Queue

You must create the following components before you can create a queue:

• Nodes
• Security groups (if you are using transfer out security groups)

Creating a Work Queue

Note: To create a queue, you need the Create and Work Queue security functions as part of the security group that is associated with your entitlement set.

To create a work queue

1. In Feature Explorer, click Environment > Queues.
2. In the Queue Summary window, click New.
3. Fill in the required fields.
4. Click Save.
5. When the Queue Detail window appears, do the following:
   
   1. In the Name field, enter a name (up to 30 characters) for the queue.
   2. In the Node field, enter the node to which the queue is attached.
   3. If applicable, in the Company field, select a company value.
   4. In the Description field, enter a description (up to 60 characters) for the node.
   5. If applicable, in the Email Address field, enter the email address of the person who should be notified when work items enter this queue and select the Email Notify check box.
   6. Select applicable transfer options.
   7. If you are using transfer out security groups, click Add.
      
      By default, no transfer out security groups are assigned to a queue. Any operator with the appropriate privileges can transfer work items out of the queue. To control which operators can transfer work out of a specific queue, you can assign a transfer out security group..
   8. When the Select Security Groups dialog box appears, select the applicable security groups.
      
      Use standard Windows options to select all security functions, consecutive security functions, or non-consecutive security functions.
   9. Click OK.
   10. The Select Security Groups dialog box closes and the Queue Detail window appears, displaying a list of the selected security groups.
   11. To remove a transfer out security group, select it and click Remove.
   12. (Optional) In the Change Request ID, enter the change request ID (up to 30 characters).
   13. (Optional) In the Memo field, enter the reason for creating the queue (up to 60 characters).
   14. Click Save.

XTRAC saves the new queue.

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