I have a Test Ticket queue that does not grant permission to anyone except myself. However user's who have no access to that queue are still able to see the ticket title and ticket submitter when they go to "All Queues" view if they are allowed to be an Owner of any other Queue. The users can not directly see the queue(or interact with it) and when they click on the ticket title it tells them they do not have access.

Is there any way to hide these tickets from the All tickets view?  This is happening in both the Admin portal and User portal.

The only solutions I can come up with is to remove the submitter and title fields from All Queues view but that makes it completely useless.  Or to create a new Organization just for that single queue.


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Community Chosen Answer



In your test queue, uncheck the box "Grant read/edit permissions to users with an Admin role(admin portal only)"

Answered 06/05/2013 by: erik.ragan
Senior Yellow Belt

  • It is unchecked. And the test user has the system default role of user, and has no access to any admin portal functionality. The test user is only a member of a single label.

    If that label only has submitter/owner access to a single queue and no access to any others it will only show the queue that it has access to. However if that label is owner on more than a single queue it will show a summary of all queues regardless of whether or not the user/label has access to it.
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Answer this question or Comment on this question for clarity



Changing this to answered.  It is a confirmed bug and is being addressed.  The reference number is K1-13485.

Answered 06/27/2013 by: cb.sean
Senior Purple Belt

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