Creating Incident Service Queues
The Incident Management process lets you route incidents to service queues. By default, ServiceDesk provides the
Default Incident Queue
service queue, and associates the Support group to it. Before you can configure your automation rules, Symantec recommends that you first create your incident service queues and associate your groups to the queues.Service queues consist of a group or multiple groups that you associate with it. You can change users and group without reconfiguring your routing rules. You can add or remove the users that are in the group that you associate with the service queue. You can add or remove the groups that are associated with the service queue.
Adding and removing groups from queues only affects future assignments and does not affect currently assigned incidents.
- To create an incident service queue
- In the Process Manager portal, clickSubmit Request.
- On theSubmit Requestpage, in theService Catalogsection, clickAdministrative Services.
- On the right side of the page, clickManage Incident Service Queues.
- On theActive Service Queuespage, clickNew Queue.
- On theCreate/Edit Service Queuepage, in theService Queue Namefield, type the name of the service queue.Type a descriptive name of the service queue to make it easy to identify. The name is displayed in the list of service queues on theActive Service Queuespage.
- (Optional) Add the service queue location as follows:
- To the right of theQueue Location (Optional)field, click theSearchsymbol (magnifying glass).
- In theLocation Selectiondialog box, in theSearch Textfield, type your search criteria and click theSearchsymbol (magnifying glass).
- Select the location and then clickSelect Location.
- The location appears in theQueue Location (Optional)field.
- In theQueue Descriptionfield, type a description of the service queue.
- Add groups to the service queue as follows:
- UnderSecurity Group Membership, in theSearchfield, type your group search criteria and click theSearchsymbol (magnifying glass).
- Select the group that you want to add and clickAdd Selected.To add additional groups to the service queue, repeat this step.
- The group appears in theGroups Currently in Queuefield.To remove a group from this field, click the group.
- When you are finished, clickSave Queue.
- On theActive Service Queuespage, clickClose.