Authorizing users to create chat queues

As a Service Desk manager, you can give one or more security groups the authority to designate a person group as a chat queue and make the queue available for chatting.

About this task

In the product as shipped, all users with access to the Person Groups application can view read-only values for the chat queues that have been created. Users who are authorized to create Person Groups are authorized to edit the chat queue configuration.

You can assign this option to a group that enables all groups to create chat queues. If you want to limit the groups that can do so, you can provide the option to selected groups. For example, you might want to enable select Service Desk agents to configure new queues, add agents to existing queues, and otherwise manage the chat queue configuration. It is a recommended best practice that you limit this ability to select groups rather than enabling it for all groups.


Perform these steps to authorize one or more security groups to create chat queues and make the queues available:

  1. Open the Security Groups application (Open menu > Security > Security Groups).
  2. With the cursor in the Group field, press Enter to display a list of security groups that are defined in your environment.
  3. Select the group or groups for which you want to provide the option to create chat queues.
  4. Open the Applications tab, and filter to select the Person Groups application.
  5. In the table that lists options for the group, scroll to the Configure Chat Settings option, check this option, and check Grant Access.
  6. Save the person group record, and repeat these steps for additional groups that you want to be able to create and manage chat queues.