You can edit your incident service queues. For example, you need to add another group to a service queue. Edit the service queue and add an additional group to the service queue.
The group-to-service queue relationship is only used during ticket assignment. Adding and removing groups from queues only affects future assignments and does not affect currently assigned incidents. Individual ticket assignments can be reset when you reassign them to queue to which they are currently assigned. For example, you remove a group from a queue. To restrict the group's access to the existing tickets, reassign those tickets back to the queue.
Adding and removing groups from queues only affects future assignments and does not affect currently assigned incidents.
To edit an incident service queue
In the Process Manager portal, click Submit Request.
On the Submit Request page, in the Service Catalog section, click Administrative Services.
On the right side of the page, click Manage Incident Service Queues.
On the Active Service Queues page, locate the service queue that you want to edit.
To the right of the service queue, click the Edit link.
(Optional) In the Service Queue Name field, edit the name of the service queue.
(Optional) Change the service queue location as follows:
To the right of the Queue Location (Optional) field, click the Search symbol (magnifying glass).
In the Location Selection dialog box, in the Search Text field, type your search criteria and click the Search symbol (magnifying glass).
Select the location and then click Select Location.
The location appears in the Queue Location (Optional) field.
(Optional) In the Queue Description field, edit the description of the service queue.
(Optional) Remove groups from the service queue.
Under Groups Currently in Queue click the group that you want to remove.
(Optional) Add groups to the service queue as follows:
Under Security Group Membership, in the Search field, type your group search criteria and click the Search symbol (magnifying glass).
Select the group that you want to add and click Add Selected.
To add additional groups to the service queue, repeat this step
In the Service Queue Management dialog box, under Service Queue Group Association, click the Add symbol (green plus sign).
The group appears in the Groups Currently in Queue field..
When you are finished, click Save Queue.
On the Active Service Queues page, click Close.