CA RiskMinder Administration Guide › Managing Cases › Creating a New Queue

Creating a New Queue

Important! Only a GA, an OA, or a Queue Manager (QM) can perform the tasks (for the organizations that are in their scope) described in this section. The MA, UAs, FAs, and CSRs cannot perform these tasks.

A Queue Manager can create a new Queue by specifying the name, description, criteria, and priority for the queue. The Queue Manager also assigns administrators to a Queue. An administrator can be assigned to multiple Queues, and multiple administrators can be assigned to the same Queue.

To create a new Queue:

1. Log in to Administration Console as a GA, an OA, or a QM.
2. Activate the Case Management tab.
3. Under the Queue Management section, click the Manage Queues link to display the Manage Queues page.
4. From the Select Organization list, specify the Organization for which you want to create a Queue.
5. The updated page appears.
6. Click Create New Queue.

   The updated page appears.

7. Specify the Queue Name.
8. Specify a Display Name for the queue.
9. Specify the Queue Description, if required.
10. In the Assign Administrators section:
    1. From the Administrators list, select the required administrators that you want to assign to the queue.
    2. Click the > button to move the selected administrators to the Selected Administrators list.

    Note: If you want to move all the Administrators to the Selected Administrators list, then click the >> button to do so.

11. In the Criteria section:
    1. Define the criteria (Risk Advice or Matched Rule) to determine which cases are added to the queue.
    2. Select the operator and value from the corresponding drop-down lists.
    3. Click Add to add the expression to the expression area.
    4. Use the AND, OR, (, or ) operators to combine fragments and build the final criteria expression.

       Cases that match this expression will be assigned to the queue you create.

12. In the Order By section:
    1. Specify the element by which you want to sort the Queue. The options available are:
       • Next Contact Date
       • Date Created
       • Date Updated
       • Number of Open Transactions
       • Risk Advice
       • Risk Score
    2. Specify the order by which you want to order the corresponding element. The options available are:
       • Ascending
       • Descending
13. Click Save to save the updates you made on the screen and create the Queue.
14. Refresh the organization cache for the changes to take effect.

    See "Refreshing Organization Cache" for detailed information on how to do this.