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.
  1. To create an incident service queue
  2. In the Process Manager portal, click
    Submit Request
    .
  3. On the
    Submit Request
    page, in the
    Service Catalog
    section, click
    Administrative Services
    .
  4. On the right side of the page, click
    Manage Incident Service Queues
    .
  5. On the
    Active Service Queues
    page, click
    New Queue
    .
  6. On the
    Create/Edit Service Queue
    page, in the
    Service Queue Name
    field, 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 the
    Active Service Queues
    page.
  7. (Optional) Add the service queue location as follows:
    • To the right of the
      Queue Location (Optional)
      field, click the
      Search
      symbol (magnifying glass).
    • In the
      Location Selection
      dialog box, in the
      Search Text
      field, type your search criteria and click the
      Search
      symbol (magnifying glass).
    • Select the location and then click
      Select Location
      .
    • The location appears in the
      Queue Location (Optional)
      field.
  8. In the
    Queue Description
    field, type a description of the service queue.
  9. Add groups to the service queue as follows:
    • Under
      Security Group Membership
      , in the
      Search
      field, type your group search criteria and click the
      Search
      symbol (magnifying glass).
    • Select the group that you want to add and click
      Add Selected
      .
      To add additional groups to the service queue, repeat this step.
    • The group appears in the
      Groups Currently in Queue
      field.
      To remove a group from this field, click the group.
  10. When you are finished, click
    Save Queue
    .
  11. On the
    Active Service Queues
    page, click
    Close
    .