Create a Work Queue query
- On the Home page, click .
- Click the General tab.
- Consume the Category in which to create a work queue query. (Default: Working category)
- Enter a Name for the Work Queue query.
-
Optionally, to view the total number of items matching the query, select the check box for
Return Query Total.
At runtime, the total number of items regardless of the retrieval limit specified in the query are displayed.
If you turn this setting on, there will be a performance overhead. - Specify the search criteria. See Filter criteria for a Work Queue query.
-
Define metadata. See
Create
metadata.
- Consume a Work Type.
- Configure and add the required meta fields.
- Click Save.
Filter criteria for a Work Queue query
The following table describes the work queue fields available as search criteria:
Work Queue Field |
Description |
---|---|
Activity Name |
Name of the activity. |
Type |
All, Standard or Alert Task.
By default all activity types are selected.
|
Assigned To |
Includes Me, Me and My Groups, My Direct Subordinates, Me and My Direct Subordinates, My Subordinates and Me and My Subordinates. |
Activity SLA |
Current status of the activity. The activity SLA (Green-Amber-Red) status is the visual representation of the activity status on your work queue to indicate if the activity is within or has exceeded the set time limits, that is, target duration. |
Priority Type |
Allows selection of Activity or Job. (Default: Activity) |
Priority |
For Activity Priority, accepted values are1 to 10 and for Job Priority, accepted values are 1 to 100. 1 being the highest and 10/100 lowest. |
Due Date Order |
Allows selection of Activity or Job. (Default: Activity) |
Case Tasks Only |
Only allow the display of activities that belong to cases. |
Retrieval Limit |
The number of the latest activities that are to be retrieved from the server at a given point in time. |
Job Field | Description |
---|---|
Job ID |
ID of the case job. |
Process |
Consume a process based on which the job is created. |
Job SLA |
Current status of the job. The job SLA (Green-Amber-Red) status is the visual representation of the job status on your work queue to indicate if the job is within or has exceeded the set time limits, that is, target duration. |
Case Reference |
Case reference based on which the job is created. |
Job State |
Name of the state associated with the process. |
Due Date |
Includes All, Since, Between, Today, This Week, This Month & This year. |
Metadata |
Create a filter criteria by consuming the work type and selecting the corresponding fields. |
Sort columns in a Work Queue query
- On the Home page, click .
-
Click the
Sorting tab.
The Sorting tab is only displayed if the Enable Workqueue Custom Sorting is set to Yes in the System Settings. See Work process.
-
To specify the sort order, on the list of sort order, select a column and specify the direction as
Ascending or
Descending.
- Sort Order 1 (Default: Due Date, Ascending)
- Sort Order 2 (Default: Priority, Ascending)
-
Sort Order 3 (Default: Pending Time, Ascending)
When a Work Queue control is added to a new form, by default None is displayed on the sort order list. For upgraded and imported forms, the None option is available but the selected column remains as is. None property is used for client side sorting and is applied to the result set returned, even when custom server side sorting is enabled. Therefore, the results are sorted on the server and returned, and then client side sorting is applied. We recommend that you set client side sorting to None when using server side sorting.
-
Click
Save.
At runtime, the sorted results are displayed in the Work Queue control in the order specified in the query. If you select Pending Time as display column, the time the activity became pending is displayed in the results.