HP Altris eXpress Helpdesk Solution 5.6 SP1 manual List Queue, View Queue

Chapter 7: Administration List Queue

List Queue

Queues are Helpdesk objects similar to workers that work items can be assigned to. Queues do not correspond to a specific worker. A queue cannot have an NT ID associated with it but it can have an e-mail address so that notification e-mails can be sent to the person or group responsible for work items assigned to the queue. Unlike workers, the e-mail address for queue can be several SMTP addresses separated by a semicolon. A queue cannot create or update a work item, a contact, or asset (except through a Notification Server policy or other third-party contrivance).

Inactive queues do not show up in the drop-down list of workers or queues; however, work items assigned to a queue when it was inactivated are still assigned to it and workers who have that queue selected to retrieve from will still pull work items from the inactive queue until the queue is empty.

1Click Workers > List queues.

2Click View next to the queue to view details.

3Click Edit next to the queue to edit.

4Click New queue to add a new queue.

View Queue

1Click Workers>List queue.

2Click View next to the queue to view.

3Click the Internet Browser Back button to return to the previous screen.

Altiris Helpdesk Solution User Guide 137