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Case Manager Queues

Effectively manage a shared workload and organize your investigation with queues.

A queue is a group that individuals are assigned to. When Case Manager creates an incident, it routes the incident to a queue. Anyone assigned to the queue can work on this incident. Until someone closes the incident or transfers it to another queue, the incident remains in the queue.

By default, everyone is assigned to the out-of-the-box Unassigned Queue. Create new queues that better fit your needs. You might create queues based on SOC tiers (Tier 1, Tier 2, and Tier 3) or a 24-7 service model.

Create a Queue

To assign incidents to a group of people, create a queue.

 
  1. In the navigation bar, click the Menu The menu icon in the navigation bar; three white lines on a green background., select Settings, then navigate to Case Management > Queues.

  2. Select the add A blue circle with a white plus sign. button.

  3. Enter a name for the queue.

  4. (Optional) Describe the queue.

  5. Add members to the queue:

    • In the list of users, click the + icon next to the user's name. To quickly find and add a user, use the search.

    • To add all users in the system, click ADD ALL.

  6. Click CREATE QUEUE.

Edit a Queue

Change the name, description, or member list of an existing queue.

  1. In the navigation bar, click the Menu The menu icon in the navigation bar; three white lines on a green background., select Settings, then navigate to Case Management > Queues.

  2. Hover over a queue, then select the pencil A grey pencil. icon.

  3. Edit the queue name, description or member list.

  4. Click SAVE QUEUE.

Delete a Queue

If you've created a queue, you can delete it. Any people and incidents assigned to the queue are reassigned to the default Unassigned queue.

  1. In the navigation bar, click the Menu The menu icon in the navigation bar; three white lines on a green background., select Settings, then navigate to Case Management > Queues.

  2. Hover over a queue, then select the trash A grey trash can with a white x in the body of the trash can. icon.

  3. Select DELETE.