Global queues

In v24.7+ Global queues are saved searches that may be created for specific skillgroups for all members use

Global queues provide a flexible way of extending the browsing capabilities of the Explorer screen by allowing you to create “virtual” job queues for all members of selected skillgroups. By default, Explorer provides built-in “searches” for both Open and Closed jobs that are assigned to you or have been closed by you. Global Queues allow the HelpMaster administrator to choose what type of jobs most users would be interested in and then provides a virtual queue to view them. There is no limit to the number of Global queues that the administrator can create.

Global queues are a great way to organize job queues into separate “virtual” queues that most users can work from.

Global Queues

Creating a new Global Queue

From the Administration menu toolbar go to the Skillgroups / Security section and select the Global Queues icon
Click the New button and the Job Finder screen will be displayed and focused on the Global queue details tab
If there is an existing Saved Search that you wish to copy, select it from My searches. This will load all of the saved search’s filters into Job Finder
Type the name of the new Global Queue and select the skillgroup(s) that this queue applies to
Select the Queue that it should appear under e.g. Open Jobs, Closed Jobs, or Unassigned Jobs skill group queues
Now use the rest of the tabs on the job finder and select the search criteria to find the jobs that you want to create a Global Queue for
Click Run Search to preview a list of all the jobs in the system that match your search criteria
Close and reopen Explorer to see the newly created Global Queue