Working in the Classic Queue & Queue Management

The Classic Queue

The Classic (Work) Queue allows you to search for and access work items assigned to you. In addition, the Classic Queue provides additional information not found in the basic Work Queue: giving the user more information to determine what items to prioritize first. Search capability is also built into this mode, so that users can narrow the scope of items that they see at both the global and process levels.

Work Queue Management

The Work Queue Management screen provides administrators, supervisors, and managers the ability to reassign and re-prioritize Work Items of other Users.

NOTE

Work Items cannot be completed from the Work Queue Management screen.

TIPS

To access the Classic Queue: from the main header, go to WorkflowPROCESSClassic Queue.
To access Queue Management : from the main header, go to WorkflowMANAGEMENTWork Queue Management.

NOTE

Processes do not appear in the Queue until there is an active Work Item associated.

Tell me about...

Screen Elements

NOTE

Most of the elements described below are found on both the Classic Queue and Queue Management screens; those that are not on both screens are specifically noted.

Element	Use it to...
(Search field)	find Indexes, Notes, Annotations, Tags, and Event History in Work Items that match the text entered in the search field. NOTE If you click (instead of ) after entering text in the Search field, the text is ignored and the Advanced Search window appears. BEST PRACTICE Entering text in the search field BEFORE using either of this button is a more efficient way to Search. If you don't enter text in the search field, then a Global Search is performed - resulting in a longer search time, and a surplus of matches.
	open a new window containing multiple ways to refine search criteria across the processes assigned to the user. Tell me more...
Search Preferred Processes	enable () this option to perform a search on only the Processes you have selected as Preferred (i.e., like favorites) in your User Preference settings. This helps limit the extent of your search to only those Processes: making the search more efficient. Tell me more...
(Refresh All)	display items as they are updated since Processes and Tasks are maintained in real-time (and generally worked on continually throughout the day). EXAMPLES If you know other people are working on items within one or more processes, you can click this icon to update the information shown to reflect items as they are completed, suspended, reassigned, etc.
Missing Documents	review Work Items (indicated in red) that the system detects has one or more missing documents.
/	expand/collapse associated Process panel to view/hide Work Items.
(Show Workflow)	open a separate window to view the Process within its Workflow diagram. Show me... TIPS You can also use to open the Workflow window. Once the Workflow appears, you can magnify or reduce the size of the diagram within the window. Click and drag edges of the window or to change the size of the window to view more or less of the Workflow.
Process Name	identify the name of the process contained within a specific panel. NOTE In your Queue you may see items noted as a "Subprocess." Fundamentally, a subprocess is a collection of Tasks that are part of a larger process. Subprocesses are essentially a design element used when creating a Workflow/Process to make certain aspects of the design more efficient to implement. When a Subprocess appears in your Queue, there is no difference to how you view or perform an action on Work Items in any other Process. EXAMPLE In a Human Resource Application, a New Hire cycle might include subprocesses such as reviewing resumés and scheduling interview times. These subprocesses are supporting pieces to complete the new hire cycle as a whole.
Advanced Criteria	display the current search criteria applied to the items in the specified Process. You can also double click to display the list of search criteria options available for the associated Process. Tell me more... NOTE This feature performs the same way as Advanced Search does as described above, except that the displayed criteria is only applied to the corresponding Process, rather than multiple processes at once.
(Active Items)	identify the process-specific status of items in each list. Active Items are those that are available for action to be taken. Suspended Items* are work items that have been (virtually) set aside (for a specific amount of time), pending some other action (such as a review or clarification). These items may be manually reinstated to the Active state, or automatically expire at the end of their specified suspension period. Waiting Items* are work items that are being held at a Wait Task, and may be held for a number of reasons before passing on to another part of the corresponding process (such as waiting until additional supporting documentation is received in the system). You may be assigned to be able to view the items within a Wait Task to increase visibility. EXAMPLES In an HR process, new hire paperwork may be waiting for the signed offer letter to be returned. NOTE In some instances, although they are "unattended" in theory, Waiting Items may sometimes require some sort of human intervention (e.g., selection of an Exit Path, from a drop-down menu for a Task may be required). TIPs You can click on a Process Panel count icon (i.e., , ), or Waiting () to automatically display the corresponding tab (i.e., Active, Suspended, Waiting items). Process Panel counts display with an underline in the color of the highest priority item in the queue. You can hover over any icon (i.e., for Active , Suspended , or Waiting items) to display more color-coded details about the priority of those items. EXAMPLE In a single Panel, there may be a count that shows that there are 13 Active items, with a red underline indicating that at least one of the items has a priority of Critical . You can hover over that total count ()to see how many of the 13 items are low, medium, high, or critical priority. In the example shown below, of the 13 Active items in your queue for this process, you can hover over the total count of active items () to see that 2 of those items are critical , 3 are high, 1 is medium, and 7 are lowpriority.
(Suspended Items)
(Waiting Items)
(Refresh this Process)	update the information that corresponds to a specific Process. TIP No other processes are updated using this icon. However, because Queues and Work Items are maintained in real-time, it's helpful to make sure what you see is up-to-date.
(Cache Age)	view a continual update of the age of the local cache being used in the process: presented in hours and minutes format (HH:mm)
/	expand/collapse associated Process panel to view/hide details. NOTE When you expand a one panel, any other expanded panel collapses.
Work Items Tab**	display a list of the various items belonging to the associated Process (see definitions above). NOTE When a Waiting or Suspended Work Item is released, the Active Work Item list automatically refreshes the next time a user accesses it. In addition, when releasing a Waiting Work Item, a progress indicator is displayed to confirm that work is being processed. TIP Depending upon how a Process is configured from within Progression, you may see Exit Path options for Wait Tasks for one or processes listed in your queue. This feature allows you to override a Wait Tasks so that a Task can be released back into the Workflow for processing.
Suspended Tab**
Waiting Tab**
(Show/Hide Columns)	choose which columns you want to see in each Preferred Process. TIP You can also use to choose columns to be displayed. Tell me more...
Sort	display any sorting (i.e., reordering) that has been applied to any column. You can have multiple columns sorted in either ascending (A-Z/0-9) or descending (Z-A/9-0) order. As you continue to sort columns, the list adjust according to the set order of column combined with whether it is set to ascending or descending. Tell me more...
/ (Select/Unselect)	select/unselect items on which you want to perform operations (e.g., perform Tasks, reassign Tasks, etc.). NOTE You can select multiple items so that you can instantaneously perform the same operation on two or more items (e.g., reassign). TIP You can also use to unselect any/all Tasks currently selected in the list.
Process Properties	view the columns within in the Process panels. Properties are process-specific as they are defined when during the design of the Process itself. Therefore, these properties are generally different for each process. TIP You can change the width of a column by rolling your mouse over the left or right side of a column header until you see the cursor. Then, click and drag the cursor left and right to change the width of the corresponding column. Show me...
	display Work Items (corresponding to the selected the Tasks) in Work Item Viewer: allowing you to view and perform the Work Items for all the selected Tasks without having return to your Queue in between. Once the first selected Task is displayed and completed, the next selected Work Item is automatically displayed, and so on. Once you complete the last selected Work Item, you are returned to your Queue. NOTE You can click on any Task in your Queue to display its corresponding Work Item(s) in the Viewer: allowing you to view and perform Tasks one at a time. When you complete all Work Items related to a Task, you are returned to your Queue, where you can click on another Task. This procedure continues until all your Work Items are completed.
	display a new window that allows you to assign the selected Task(s) to another User or Group, and/or change the priority of the item(s). Show me...
	choose the columns you want displayed in the processes. Show me...
	open a separate window displaying the associated Process in a Workflow diagram, with the selected Work Item(s) circled in red. Tell me more... Show me...
(Page Controls)	navigate to other pages of Work Items when the number of items in a queue exceeds the preset items per page, additional pages are created to accommodate those items. You can use the page control to display any additional pages, as well as change the number of items displayed per page.
This status can be overridden within the Work Item Viewer via AQ. *These tabs are available on the Classic Queue screen only.

Searching Processes and Tasks with Advanced Search

You can use this feature to refine your search for Work Item information in one or more Preferred Processes.

NOTE

The functionality of Advanced Search in the Classic Queues is the same as in Queue Management.

Element	Use it to...
APPLICATION CRITERIA You can use the options in this area of the window to enter/select Search criteria for one or more Preferred Processes. The Criteria specified for any/each is retained for editing and reuse when searching selected Processes.
Select All Processes	enable () this setting when you want Advanced Searching to include all Process search criteria.
Collapse All Processes	enable () this setting when you want all Process panels to be closed () as a default: allowing you to expand () Processes only when needed. When disabled (), all Process panels are expanded ().
	remove (deletes) any selections and entries you have made in any Process panels. WARNING!!! Use this option with care as once you click this button, you cannot recover the settings: requiring you to select and enter criteria again, as needed.
/	expand/collapse the associated Process panel to view/hide Index search criteria: including Workflow-specific and System Index. NOTE Workflow Indexes are those that are associated with the Workflow itself, rather than the corresponding Application.
Process Name	select () or unselect () each process you want to include in the defined search (all Preferred Process are available for selection in this window).
(Search Indexes)	view the Indexes that appear in each Process Panel and correspond to the Application contained in the associated Workflow; Indexes that appear here are different for each Process.
	removes (deletes) selections and entries you have made in the corresponding Process above only. WARNING!!! Use this option with care as once you click this button, you cannot recover the settings: requiring you to select and enter criteria again, as needed.
GROUPING While the Application Criteria (described above) provides a way to specify the search results you want, Grouping lets you tell the system how you want the results organized (i.e., how they are displayed: automatically sorting them according to one or more Workflow Indexes, Application Indexes, etc.).
Minimum Work Items to display	select the (least) number of items you want displayed in the search results.
/	expand/collapse associated Process panel to view/hide Grouping options.
Process Name	select () or unselect () each process you want to include in the defined search (all Preferred Process are available for selection in this window).
(Grouping Indexes)	select () or unselect () the Indexes according to how you want search results Grouped. Like those in the Application Criteria section of this window, Indexes that appear in each Process Panel in the Grouping section correspond to the Application contained in the associated Workflow; Indexes that appear here are different for each Process.

Changing the Sort Order in Columns (Ascending/Descending)

You can change the order of items in each column:

If the column heading looks like this...	You can...	to change column order to...
(no specific order)	click once	(Ascending Order)
	click twice or double-click	(Descending Order)
	click a third time or triple-click	(no specific order)

(Ascending Order)	click once	(Descending Order)
	click twice or double-click	(no specific order)
	click a third time or triple-click	(Ascending Order)

(Descending Order)	click once	(no specific order)
	click twice or double-click	(Ascending Order)
	click a third time or triple-click	(Descending Order)