---
id: SCR-CRM-ACT-009
title: Task queues configuration
route: '/console/{tenantId}/configuration/crm/taskQueues'
surface: console
product_area: crm
module: activities-tasks
revision: 1
status: draft
design_intent: proposed
implementation_evidence: observed
inference: []
source_sha:
  react-console: baf6dae382d6f41dce976c7f848667ccc37e076f
  services-crm: a8d1364f1dd44b723bb5f9acba12f983e9ec8d69
purpose: Maintain the shared-work queues available for task routing and console queue views.
supports:
  - JNY-CRM-ACT-003
  - CAP-CRM-ACT-016
  - CAP-CRM-ACT-012
permission: 'crm.task-queues.read (view); crm.task-queues.create, .update and .delete for changes'
entry_from:
  - The CRM configuration area.
exits_to:
  - The same queue list and record form.
displays:
  - field: 'Shared-work queue name, description, availability and position.'
    source: listTaskQueues
  - field: >-
      Unavailable team, distribution, due-time and escalation controls whose values are
      console-only.
    source: Console-only defaults that are never sent to or read from the service
actions:
  - label: Create
    operation_id: createTaskQueue
    permission: crm.task-queues.create
    confirm: false
  - label: Save
    operation_id: updateTaskQueue
    permission: crm.task-queues.update
    confirm: false
  - label: Reorder (drag)
    operation_id: updateTaskQueue
    permission: crm.task-queues.update
    confirm: false
  - label: Deactivate or activate
    operation_id: updateTaskQueue
    permission: crm.task-queues.update
    confirm: false
  - label: Delete
    operation_id: deleteTaskQueue
    permission: crm.task-queues.delete
    confirm: true
states:
  - empty
  - loading
  - error
  - read-only
  - inactive
validation:
  - BR-CAP-CRM-ACT-016-02
  - BR-CAP-CRM-ACT-016-03
  - BR-CAP-CRM-ACT-016-04
  - BR-CAP-CRM-ACT-016-10
  - BR-CAP-CRM-ACT-012-12
patterns:
  - 'Configuration resource (shared catalog list, record form, bulk actions)'
  - Ordered collection editor
  - Inert controls labelled as not available yet
component: components/configuration/resources/crm.tsx
evidence:
  - >-
    react-console at baf6dae3: components/configuration/resources/crm.tsx (task queues
    resource); lib/configuration/task-queues.ts (withUnperformedFields,
    TASK_QUEUE_UNAVAILABLE); lib/configuration/crm-collection.ts.
controls: [TC-AZ-001, TC-AZ-002, TC-AZ-003, TC-AZ-004, TC-AZ-005, TC-AZ-006, TC-DAT-001, TC-DAT-003, TC-LOG-001, TC-LOG-002, TC-LOG-003, TC-LOG-004, TC-LOG-005, TC-PI-001, TC-PI-003, TC-PI-005, TC-TEN-001, TC-TEN-002, TC-TEN-003]
---

# Task queues configuration

## What the Screen Is For

Administrators name and describe shared queues where unfinished work can await a claimant. Active queues also supply dedicated task views.

## What It Shows and Lets People Do

The form persists name and description through version-checked replacements. Additional team, distribution, due-time and escalation controls are marked unavailable and have no service persistence. Retirement removes console choices and active queue views but does not prevent API creation or claiming. Removal is confirmed and refused while tasks retain the queue. Reordering saves changed positions separately.

## States and Errors

Mutation controls depend on authority. A referenced queue cannot be deleted. An interrupted multi-record reorder can leave a partial new order.

## Patterns It Must Respect

The resource uses the shared configuration catalog and ordered-collection editor. Unavailable controls remain visible despite the recorded decision calling for their removal; applying that decision remains unfinished.