New KACE service desk site and just setting up queues.

For some reason we cannot see other help desk user's tickets unless we do 'All Queues > All tickets' and then we see all the closed items as well.   Reviewed docky and user settings and do not see a control to allow/disallow viewing of each others tickets across queues.  Is this a functioning as designed issue or a setup issue? any help appreciated.  THANKS, - KACE noob.

 

 

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If I am understanding correctly you can limit who the owners are by using an user label (Go to Service Desk>Users, add label and then apply the label to the users that should be allowed to view each queue.) You will need to go into Service Desk Configuration, Queues, select the Queue that you are working with, edit the label for Ticket owners by label. 

If you do want to view all of the queues but limit the tickets to something other than closed you can create a custom view.  page 50 of the service desk admin guide.  http://www.kace.com/support/resources/~/media/Files/Support/Documentation/K1000/v54/K1000-Service-Desk-v54.ashx

Answered 04/24/2013 by: Timi
Seventh Degree Black Belt

  • Timi - thanks for your help! That's the ticket!
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