Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Cases/ Case 2.0 Operation Guide/ Administrator Guide/ Case Configuration/ Case Queue
Updated on 2025-11-07 GMT+08:00
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Case Queue

You can use case queues to create organizations and invite or remove members to implement team management. If you select a queue when creating a case, members in the queue can view the pending case.

Procedure

  1. Sign in to the AICC and choose Configuration Center > Case Configuration 2.0 > Case Configuration > Case Queue.
  2. Click Create.

    Figure 1 Create Queue page
    Table 1 GUI elements on the Create Queue page

    Element/Component

    Value Range

    Remarks

    Organization
    • After the tenant parameter Has the tenant enabled inter-organization data isolation enforcement is set to Yes, use either of the following methods to configure the OU data scope based on site requirements:
      • For accounts without the View All Organization Data permission under System Public Permissions configured:
        • If the Viewing and Editing Home Organization Data and View Lower-Level Organization Data permissions under System Public Permissions are not configured, only the OUs specified by Accessable Organizations configured on the Employee Info or Organization Unit page can be selected.
          NOTE:

          If accessible OUs are configured for both an employee and an OU, the accessible OU configuration permission of the employee is used.

        • If the Viewing and Editing Home Organization Data permission under System Public Permissions is configured, the OU (excluding sub-OUs) to which the current business account belongs can be viewed.
        • If the View Lower-Level Organization Data permission under System Public Permissions is configured, the sub-OUs of the OU to which the current business account belongs can be viewed.
      • For accounts with the View All Organization Data permission under System Public Permissions configured, all OUs can be selected.
      • The number of OUs that can be selected is specified by the value of the system-level Maximum number of OU organizational unit queries parameter on the Configuration Center > System Management > System Parameter > System parameters > Unified Public Configuration > Common page.
    • After the tenant parameter is set to No, all OUs can be selected.

    -

    Queue Name

    -
    • The value can contain a maximum of 64 characters.
    • The value must be unique.

    Queue Manager

    Only one member under the OU of the queue can be selected as the manager.

    -

    Queue Members

    Only members under the OU of the queue can be selected.

    -

  3. Click Save. The queue is created successfully.
  4. Choose Case 2.0 > Case Workbench and assign cases by case queue. After the assignment is successful, all members under the case queue are case owners.

    Figure 2 Assigning cases by case queue

Parent topic: Case Configuration