Queue and Assignee in service call

[Former Member]

Hi all!

Can you tell me detail about Queue and Assignee in service call.

Different between of them.

Why can not choose both of them?

[jitin_chawla · Accepted solution]

Hi,

Following would be informative from Online Help (F1) :

Assignee Specify an employee responsible for handling the service call. When you create a service call, this option is selected by default and the Assignee is the user who has logged on to SAP Business One.

You can select a different employee, for example, if you need to forward the service call to an employee who can better solve the service problem. The new assignee receives an alert regarding the forwarded service call via the internal messaging system.

Note

When you create a new service call, you select either an assignee or a queue. When you update a service call, you must allocate it to a specific assignee

Queue If the service call has not been handled yet, specify the queue that is responsible for the service call.

Note

When you create a new service call, you select either an assignee or a queue

If a service call is assigned to a queue, it must be assigned to an assignee to allow updates and further handling.

Hope it helps.

Regards,

Jitin

[Former Member · Accepted solution]

Hi,

my question about such problem is:

after creating a new queue I specified the email address, so is possible to automatically send an email when a service call is assigned to such new queue?

Thanks in advance.