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Work Queues

Work Queues allow you to route incidents to a group of people. Once routed to the group, anyone belonging to that work queue is able to assign the incident to themselves or anyone else. (Examples: Help Desk, Network Team, Software Team)

How to Add a New Work Queue

  • Click on the Add link in the Actions Menu.
  • Click on Work Queues.
  • Enter a Description for the Work Queue and make sure it is marked as Active.
  • In the Assigned To section, click on the +Add Assigned To link to add users to this work queue.
  • In the pop up window that appears, select the users that will be assigned to this work queue and click OK.
  • Click Add/Update Record to save.



  • Once the work queue is saved, you can set up automatic routing for it at the bottom of the page.