You can delete incident service queues. Symantec recommends that you delete a service queue before you create your routing rules. Symantec also recommends that after you start routing incidents to a service queue, that you do not delete that service queue.
If you must delete a service queue after incidents are routed to it, make sure that the following conditions are met:
Modify all the rules that route incidents to the queue and route them to another queue.
If you delete a service queue before you modify the routing rules that route incidents to that queue, the routing rules error out.
Remove the groups from the queue.
Deleting a service queue does not affect the incidents that are currently assigned to the groups that are associated to the queue. Incidents previously routed to a queue remain assigned to that queue's groups, even if you delete the queue.
To delete 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 delete.
Note that you should not complete the next step unless you are sure that you want to delete the routing rule.
To the right of the service queue, click the Remove link.