Define Behavior Properties for a Queue

Use the Behavior page (accessed from within the Queue Manager) to define behavior properties for Queues. When you define behaviors, you define:

• Queue limits.
• Queue behavior.
• Record ownership transfers.

Good to know:

• While a record is suspended in a Queue, it will not automatically be checked out when a User selects the Next Available record from the Queue.

To define behavior properties for a Queue:

1. Open the Queue Manager.
2. Click the Create New button.
3. Click the Behavior page.
4. Define Queue limits (number based or time based):
   • Limit User to [Number] records checked out at a time: Select this check box to limit the number of records that a User can check out of a Queue at one time.
   • Limit checkout time to [Number] [Timeframe]: Select this check box to limit on the amount of time a User can keep a record checked out from a Queue (when the specified time passes, the record will automatically be shown as not checked out). Then,
   1. Define Queue behaviors (select all that apply):
      • Allow items to be suspended from a Queue: Select this check box to allow records to be suspended until the User removes the suspension.
      • Checking out an item removes it from the Queue: Select this check box to remove a record from the Queue when it is checked out.
        Note: This option is recommended for Users who will retrieve the record and complete the work in a single operation.
      • Automatically refresh count on Task Pane: Select this check box to automatically update the display of the total number of records in the Queue.
      • Part of Queue Group: Select this check box to have the Queue belong to a specific Queue Group, then select the Queue Group from the drop-down. If necessary, click the Ellipses button to open the Queue Group Manager, which allows you to create a new Queue Group.
      • Automatically remove [Business Object] from Queue when [Final State]: Select this check box to remove the Business Object from the Queue when the lifecycle of the Business Object is complete (example: If an Incident is closed, it will automatically be removed from the Queue).
        Note: This option is only available if the Business Object has a lifecycle. Use the Business Object Editor in CSM Administrator to set lifecycle options.
   2. Define record ownership transfers (select all that apply):
      • When record is put on a Queue: Select this check box to automatically change the owner of a record to a specific User or Team when the record is placed on the Queue (example: The Networking Team owns the Networking Queue).
      • When record is checked out from a Queue: Select this check box to automatically change the owner of the record to the User who checked out the record.

5. Click OK.