I havnt setup the email for the service desk yet therefore i cant be certain if the solution will present it's self after we setup email. Anyways here's the problem, when a normal user logs onto the kbox site they have the service desk option to create a ticket. When the user creates a ticket they have to choose a queue(which would be nice if it only displayed a dispatch queue instead of all of them), and that's not what i want.

If email creates a ticket without having to choose a queue this would be fine, they would just email every time instead of going on the web browser. 

Could the users have a defult queue and not be able to pick other ones?

(User is a role that the employees are given)

Thanks

Jon

 

Answer Summary:
Present one queue to the users via the access rules for the queues. You may also want to consider a container user with an email for all service desk technicians that all new tickets go to via a custom ticket rule.
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You can do this by only presenting one queue to the users via the access rules for the queues.

You may also want to consider a container user with an email for all service desk technicians that all new tickets go to via a custom ticket rule.

There are a lot of ways to design the system; you'll have to tailor it to what works best for you.

Answered 06/22/2012 by: philologist
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