Hi. I've been looking for this all over the manuals and Internet.

I have created a Queue "user" for users, which do not work in Helpdesk, to create their own tickets. (With minimal Information).
So I want them to login into the user gui. Go to Service Desk, click on "New Ticket" and then I don't want them to see an selection of all queues. I want to directly open the Ticket in the User queue. 

I have already assigned all Users the default queue "user".

Is there any chance doing it the way I want?



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You need to make sure that the users are only allowed as submitters to the "User" queue. You change this in the queue configuration. Uncheck the box for Allow all users as submitters from the other queues and assign the appropriate labels to them.

Note that if a user creates a ticket in the "User" queue you will be able to transfer the ticket to another queue, even if they can't be a submitter in that queue. 

Answered 02/20/2013 by: chucksteel
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