Get into the habit of using Queues to assign records to groups of users and to help manage your workflow.

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Queues are a concept in Workbooks which enable you to assign records to a specific group or function and allow you to notify the relevant people involved. You could say a Queue is similar to a department 'Inbox'.

Queue Types

Queues are record type specific, you can create Queues for the following types of records:

By default one Queue is defined for each record type which is the 'Unassigned' Queue. Records can only be assigned to a Queue for that record type. For example, Leads can only be assigned to Lead Queues.

To create a new Queue open the Landing Page of the record type for which you want to create a Queue and click Manage Queues in the left-hand menu. You can then create a new Queue using the button at the top of the grid or edit an existing Queue by clicking on its name in the grid.

Assigning Users to Queues

Users can be assigned to Queues and notified when a record is added to that Queue. Users are notified as defined by their notification preference settings, either email and/or pop-up alert. 

You can assign a user to a Queue from the Manage Queues menu.

IMPORTANT: Typically a record is owned by the user to whom the record is assigned. However, if a record is assigned to a Queue, the ownership doesn't change (and stays with the previous assignee). Ownership will only change if the record is reassigned from a Queue to a specific user. Bear this in mind if you've applied Sharing Policies that are dependent on who owns the record. If you are importing records and want to assign them straight to a queue, they will be 'owned' by the user carrying out the import. This doesn't usually create any issues UNLESS you are using advanced permissions and those permissions have been configured to be based on who owns the record. In that situation, you should first set up all your permissions. Next, import the records assigned to an individual user, so that the rulesets give access to the right set of users. Then reassign the records to a queue, which will retain the ownership and thus the rulesets.