When a work queue task is assigned or reassigned, the system matches the new performer skill to the task skill. If the new performer does not have the skills required by the task, the system will not allow the reassignment to take place.
Users with the queue_admin or queue_manager role can assign a task in a work queue to a specific user.
To assign a work queue task to a specific user:
Click Work Queue Monitor.
Navigate to the active work queue, and click its name.
Select one or more tasks.
Select one of these:
If the selected tasks are not already assigned to a user, select Tools > Work Queue Management > Assign
If the selected tasks are already assigned to a user, select Tools > Work Queue Management > Reassign
Tip: This action is also available through the Task Manager.
Select the user to whom to assign the tasks.
Click OK.