Using a CRM or Virtual Queue as an Alert Trigger Condition

When defining an Alert, you have the option of using either a CRM Queue or Virtual Queue for the Alert Trigger.  The process varies slightly for adding a CRM Queue versus a Virtual Queue.

Adding a Virtual Queue as a Trigger

To add a Virtual Queue:

1. From the Alert Conditions pane, expand the Agent (or Engineer) section.
2. Enter the name of the Virtual Queue.
3. You can refine the list of options using the filter section.
4. Select the Virtual Queue to finish.

Adding a CRM Queue as a Trigger

To add a CRM Queue, the process is slightly different. To add a CRM Queue:

1. Navigate to Assignment Queues under CASE ASSIGNMENT.
2. Locate the CRM Queue and copy the ID.
3. In the Alert Conditions section, paste it into the Agents (or Engineer) search box.  
4. SupportLogic should reconcile the ID with the CRM Queue name, as shown in the animation below

Note: If there are no cases for the queue you have copied the ID for, you will not be able to add the queue as an Alert Trigger condition.