I have the opposite question of: http://www.itninja.com/question/how-to-make-only-one-queue-visible-for-a-group. I've set up queues for each of my schools, but need a "dispatch" queue as a generic landing pad for e-mail tickets that come in from other systems (that wouldn't know which queue address to send it to). I have a rule set up that looks at the user's default queue and then reassigns the ticket there. Sweet!

Unfortnately, when a user logs in, now they have TWO queues to choose from... their default, as well as the "dispatch" queue. I'm wondering how to hide the Dispatch queue but still allow them to be a submitter, since it'll need to inspect the "from:" address on the email message and create the ticket.

Ultimately it doesn't really impact the workflow, but it does put one more screen and choice in front of a person that only has one queue.

Thanks for any ideas! :) Derry

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This is a question we have poised for Proservices at this point, and the only solution we have seem to come to is "we may need the JQUERY plugin...."

 

This is VERY frustrating for my boss and myself because I want users to submit a PROCESS but in order for them to see the ticket they need to be a submitter to the queue, or else they submit the process and are lost (I would make a regular ticket at the end of the process but it holds almost no information).

Because of this, they can submit the process, or submit to the queue directly and this is detrimental (as even in test, we noticed ALL the managers submit to the queue, not the process).

 

If you ever do find a hidden setting somewhere, please share :)  (Or resolve to hit up pro services, as we did, :()

Answered 10/11/2013 by: Wildwolfay
Red Belt

  • Thanks for validating that it's not something obvious!
    • lol as great as the KACE machine is, there are definately some "wait... why isn't this an option?" moments. Work-arounds are abundant on our machine... and we're still in the "design & Develop" stage (primarily due to priority of other projects and I'm a complete noob to IT in general, but boy have I learned a lot.)

      If you're newer to the KACE machine, get ready to use your imagination :)
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