Why You Assign a Queue Owner

Sometimes, you may have specific customer requests such as a request for information or creating a demonstration. Or, your company may have service requests (SRs) that can run a month or more.

It's a good idea to manually assign such cases to the suitable resources. For this, you need to assign queue owners for specific queues. When a new work item is assigned to a queue, the queue owner receives a notification. If required, he can override the automatic assignment of an SR and manually assign the SR to a specialized or specific resource. If he thinks that the automatic assignments are fine, he need not take any action.

Note: If you're a service administrator or service manager, you can assign owners to queues on the Queues page. Depending on your settings, you can also assign queue owners while creating or editing a queue.

You must complete the following processes:

• Add the Queue Owner field to the page layouts for queues (You need to do this step only once.)

• Assign a queue owner for a queue