How do I assign work to a queue?

Here are the various ways in which you can assign a service request (SR) to a queue:

• Open an SR. From the Queue drop-down list, manually select the queue to which you want to assign the SR .

• Enable Omnichannel, which runs the queue assignment rules when the SR is created or when the queue is deleted from the SR .

• Click Run Queue Assignment from the Actions menu, which runs the queue assignment rules.

• Enable the Assign Service Request to Queue on Create profile option, which runs the queue assignment rules when the SR is created. The process is described below.

• Schedule the Queue Assignment job that runs the queue assignment periodically and processes all the open SRs that aren't assigned to a queue.

The preferred way of assigning an SR to a queue is by using Omnichannel assignment. Enabling Omnichannel has the following advantages:

• Enabling Omnichannel provides more features than queue assignment. It also enables the automatic assignment of agents. But if your business only requires queue assignment, you must carefully evaluate whether you need to enable Omnichannel.

• Only if you enable Omnichannel, the SR is assigned to the Default queue when the Assignment Manager rules haven't been defined or when the selected SR doesn't satisfy any active rule.

• When Omnichannel is enabled, automatic assignment of SRs to agents is always enabled on the Default queue.

Suppose you're assigning SRs to an automatic queue either manually or automatically by using assignment rules or groovy scripts. If you enable Omnichannel, Oracle recommends that you also assign active agents for the automatic queue, so that SRs can be assigned to the agents.

Note: If you don't assign agents for the automatic queues, SRs assigned to those queues could grow exponentially over time. And this causes the application to slow down.

Enable the Assign Service Request To Queue On Create Profile Option to Assign an SR to a Queue

Here's how you enable the Assign Service Request To Queue On Create profile option:

1. Sign in to the application as an administrator.

2. In the Setup and Maintenance work area, go to the following:

   • Offering: Service

   • Functional Area: Service Request

   • Task: Manage Service Request Profile Options

   Note: Alternatively, you can open the Tasks panel tab and search for the Manage Service Request Profile Options task.

3. On the Manage Service Request Profile Options page, click SVC_ASSIGN_TO_QUEUE_ON_CREATE.

4. Navigate to the SVC_ASSIGN_TO_QUEUE_ON_CREATE: Profile Values region of the page.

5. In the Profile Value drop-down list for the Site Profile Level, select Yes.

6. Click Save and Close.

Note: If Omnichannel is enabled, this profile option is ignored.