Add Resource Teams to a Queue

You use a queue to group resources based on a specific criteria. Apart from adding individual resources to a queue, you can also add resource teams with specific skill sets that match the criteria.

1. Sign in to the application as a service administrator or a service manager.

2. On the Home page, click the Service group icon, and then click the Queues icon.

3. On the Queues page, click the queue that you want to update.

4. On the Summary page, click the Resource Teams icon.

5. On the Resource Teams page, click Add Resource Teams.

6. On the Add Resource Teams page, enter the search criteria such as the resource team name.

7. Click Search.

8. Select the resource teams from the search results.

9. Do one of the following:

   • Click Apply to add the selected resource teams to the queue and stay on the same page.

   • Click OK to add the resource teams and leave the page.

The resource teams are added to the selected queue.