How do I assign work to a queue?

Here are the various ways in which you can assign a help desk request to a queue:

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

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

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

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

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

The preferred way of assigning a help desk request 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 request is assigned to the Default queue when the Assignment Manager rules haven't been defined or when the selected request doesn't satisfy any active rule.

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

Suppose you're assigning help desk requests 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 requests can be assigned to the agents.

Note:

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

Enable the Assign Help Desk Request To Queue On Create Profile Option to Assign a Request to a Queue

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

1. Sign in to the application as an administrator.

2. In the Setup and Maintenance work area, click the Tasks hamburger icon.

3. Click the Search link.

4. Enter Manage Administrator Profile Value in the Search field and click Search.

5. Click the Manage Administrator Profile Value task link.
6. Enter SVC_ASSIGN_TO_QUEUE_ON_CREATE in the Profile Option Code field.
7. Click Search.

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

9. Click Save and Close.

Note:

If Omnichannel is enabled, this profile option is ignored.