Queues need to be configured for work order task and risk ownership. Nextian uses standard Salesforce queues.
A task can either be assigned to an individual, or (more likely) to a Salesforce queue from which it assigned to an individual (either automatically or by managers).
Queues are typically defined during creation of work order templates and follow departmental and team structure. To create queues:
- Go to Setup → Home → Users → Queues
- Create queue(s)
- Add Work Order Template Task and Work Order Tasks as Supported Objects for each queue
- Add queue members
| Warning | It is a good practice to create user groups and add groups to queues. |
Typically, each queue is accompanied by a corresponding list view on work order tasks for Ready tasks owned by a particular team or department. The list view is used for dispatching tasks from the queue. For example, a filter for ‘Engineering’ department queue can be configured as follows:
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Automated tasks queue
It is a good practice to create a designated queue for automated tasks called Automated Tasks and use it for ownership of automated tasks in work order templates and work orders. |
