The Assignment Queue can be used to place cases into a queue from which team members can select the assignments.
To place assignments into the queue, set the “Assignment Queue” field to “Yes” when creating the Assignment. Since you will be placing this assignment into the queue, you will not need to set an assignee.
Any assignments that have been placed into the queue will appear in the Pending Assignment Queue on the Home Page. The Pending Assignment Queue will not appear if there are no relevant assignments that have been placed into the queue.
In order for team members to be able to see the Pending Assignment Queue, the “Assignment Type” and a “Contact Type” of the Team Member must match.
For Example: An assignment has been placed into the Assignment Queue and was marked as a “Service Provider” assignment type. Only Users that have a Contact Type of “Service Provider” will see the Pending Assignment Queue containing that Assignment.
Team members can Accept assignments from the Pending Assignment Queue as needed by clicking the Accept link.
After they have accepted the assignment, it will appear in their Case Assignments listview on their Home Page.
