How to create a queue based Deadline
The Queue Deadline feature allows users to impose a deadline on a queue-basis.
While this doesn’t remove dashboard level deadlines, rather it forms a hierarchy where queue deadlines hold precedence over other deadlines. Manually set due dates take the highest precedence.

Queue Creation
When a queue is created there is an additional field in the form:Queue deadline duration

Queue Modification
Agents with the right permissions can modify or remove the queue deadline from the queue.
When changing a queue deadline value:
- Existing deadlines are preserved on existing objects in that queue.
When removing the queue deadline from a queue:
- Existing deadlines are preserved on existing objects in that queue.
When moving an alert, case or report from Queue A to Queue B:
- If Queue B has a deadline, it is applied to the object.
- If Queue B does NOT have a deadline then the global deadline is applied if one exists.
Updated 6 months ago