Add service channels and queues

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Add service channels and queues to automatically route incoming work items to agents.

    Antes de Iniciar

    Role required: sn_channel_mgmt.admin

    Por Que e Quando Desempenhar Esta Tarefa

    A service channel is a means of assigning a specific type of work items to agents. You can modify the existing service channels or create your own custom service channel.

    Procedimento

    1. To create a service channel, do the following:
      1. Navigate to Workforce Optimization for ITSM > Channel Management > Service Channels.
      2. Click New and refer to the information in the Create a service channel to create the service channel.
      3. Click Submit.
      The service channel is created.
    2. To create a queue, do the following:
      1. Navigate to Workforce Optimization for ITSM > Channel Management > Queues or select the service channel and click the Queues tab.
      2. Click New and refer to the information in Create a work item queue to create the queue.
      The queue is created in the service channel.