{"id":60456,"date":"2012-11-21T12:11:15","date_gmt":"2012-11-21T17:11:15","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=60456"},"modified":"2012-12-09T17:53:19","modified_gmt":"2012-12-09T22:53:19","slug":"work-allocation-queues","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/about\/service\/incident-management\/managing-tickets\/how-to-basics\/work-allocation-queues\/","title":{"rendered":"Work Allocation Queues"},"content":{"rendered":"<p>Work Allocation Queues enable Assignment Groups to have sub-working groups (work allocation queues) in order to assign tickets to specialized groups such as:<\/p>\n<ul>\n<li>Student Workers<\/li>\n<li>Agents with specialized skills<\/li>\n<\/ul>\n<p>Only a manager can assign a ticket to a work allocation queue associated with their assignment groups.\u00a0 The work allocation queues must be set up by the ServiceNow administrator, so a manager will need to submit a request to set up the specific queues associated with his\/her assignment groups.<\/p>\n<p>Once an assignment group has work allocation queues associated to it, when a service agent in the assignment group logs into ServiceNow, they will see a new list view option\u00a0 on their left Nav.<\/p>\n<p><a href=\"\/tech\/files\/2012\/11\/Work-Allocation-Queue1.png\"><img loading=\"lazy\" src=\"\/tech\/files\/2012\/11\/Work-Allocation-Queue1.png\" alt=\"Work Allocation Queue1\" title=\"Work Allocation Queue1\" class=\"alignnone size-full wp-image-60457\" height=\"235\" width=\"207\" \/><\/a><\/p>\n<p>The agent can click on this link and see a list view of all tickets that have been assigned to their work allocation queue. When an agent selects a ticket from the list and opens it, they will see a new field below the Assignment Group Field, the &#8216;Work Allocation Queue&#8217; field.<\/p>\n<p><a href=\"\/tech\/files\/2012\/11\/WorkAllocation-Queue2.png\"><img loading=\"lazy\" src=\"\/tech\/files\/2012\/11\/WorkAllocation-Queue2.png\" alt=\"WorkAllocation Queue2\" title=\"WorkAllocation Queue2\" class=\"alignnone size-full wp-image-60458\" height=\"135\" width=\"354\" \/><\/a><\/p>\n<p>The agent can then assign the ticket to themselves.\u00a0 The system will put the ticket into status of Assigned, with the Agent&#8217;s name in the Assigned to field.\u00a0 The Work Allocation queue field will no longer appear, and the ticket will no longer show up in the &#8216;My Work Allocation Queue&#8217; list view.<\/p>\n<p><a href=\"\/tech\/files\/2012\/11\/Work-Allocation-Queue-3.png\"><img loading=\"lazy\" src=\"\/tech\/files\/2012\/11\/Work-Allocation-Queue-3.png\" alt=\"Work Allocation Queue 3\" title=\"Work Allocation Queue 3\" class=\"alignnone size-full wp-image-60459\" height=\"123\" width=\"350\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Work Allocation Queues enable Assignment Groups to have sub-working groups (work allocation queues) in order to assign tickets to specialized groups such as: Student Workers Agents with specialized skills Only a manager can assign a ticket to a work allocation queue associated with their assignment groups.\u00a0 The work allocation queues must be set up by&#8230;<\/p>\n","protected":false},"author":6720,"featured_media":0,"parent":46365,"menu_order":3,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/60456"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/6720"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=60456"}],"version-history":[{"count":4,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/60456\/revisions"}],"predecessor-version":[{"id":61112,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/60456\/revisions\/61112"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/46365"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=60456"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}