Manual Queues and Manual Tasks

Manual queues are created by administrators and contain manual tasks. When an order is processed, ​Industries Order Management​​ automatically creates instances of manual tasks and places them in a manual queue as defined by the orchestration item definition.

Once the manual task is in a manual queue, users can process and work with tasks. For example, users can retry failed orchestration items, start manual tasks, reassign tasks to different users, or move tasks to another queue. You can also work with Salesforce tasks instead of manual tasks (see Associate a Manual Task with a Salesforce Queue).

Note Unlike orchestration queues, manual queues are not installed as part of the installed package.

For more information about manual tasks, see Orchestration Item Types: Manual Task.

• Start a Manual Task
  To start a manual task, all you need to do is go to its manual queue and click Pick Up or Run. The manual task then goes from the Ready state to the Running state. If the manual task has an OmniScript associated with it, then the OmniScript launches when the task is started.
• Queue Types
  There are three queue types that determine the algorithm for distributing tasks to users and queues: Attributes-Based, Round Robin, and Least Loaded. Choose a queue type when defining manual queues and manual tasks.
• Assigning, Filtering, Sorting, and Retrying Items in a Manual Queue
  In Industries Order Management, you can assign, complete, retry, or clear tasks one-at-a-time or in bulk.
• Attributes-Based Queues
  Attributes-based queues allow you to set up rules that determine how tasks are assigned.
• Queue Assignment Rules
  As a Fulfillment Designer, you can configure rules to automatically assign tasks to a specific team or user in a designated work group. This enables certain orchestration items to have priority over others, based on orchestration queue assignment rules.
• Add a Member to, or Remove one from, a Manual Queue
  To manage the members associated with a manual queue, press the Add Member or Remove Member button on the Manual Queues page.
• Manual Queue Displayed Fields
  You can use the Displayed Fields option in manual queues to specify which fields appear for orchestration items when shown in a particular manual queue. You must specify the API names of the fields in this list so they appear at runtime.
• Using an OmniScript in a Manual Task
  Fulfillment Designers can create OmniScripts to provide guided interfaces for users that manage manual tasks in the fulfillment flow.
• OM Plus: Configuring Orchestration Queue Assignment Rules
  You can use the Orchestration Queues page to define an attribute, such as VIP customer, on an order, account, or product that results in the order going to a priority queue.