Configure the Accounts Payable Operations queues

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Configure Advanced Work Assignment queues to automatically route supplier communications, including email and chat to the appropriate accounts payable agents.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to Source to Pay Workspace > All > Advanced Work Assignment > >Queues.
    2. Select one of the following mentioned queues for Account Payable Operations.
      • Invoice Inquiry case
      • Chat
    3. In the Assignment Eligibility related list, select New.
      1. In the Agent assignment rule field, select Chat - Most Capacity.
      2. Select the lock icon (Lock icon) next to the Groups field.
      3. Select the look-up icon (Look-up icon) to view the list of groups.
      4. Select New.
      5. In the Name field, enter a name for the group.
      6. Fill in the remaining fields, as appropriate.
      7. Select Submit.
      8. Select the lock icon (Lock icon) to lock the Groups field.
      9. Right-select and select Save.
    4. Next to the Groups field, select the link to the group, which opens the group record.
      1. In the Group Members related list, select Edit to add members to the group.
      2. Select one or more users in the Collection list and move them to the Group Members List.
      3. Select Save.
        Note:
        The users that you add to this assignment group are automatically granted the awa_agent role.