Hello all,

I am trying to setup my K1000 service desk into two queues, one for IT and one for HR. I want each group to be able to see their own queue but not the other to segregate the two and also to stop any confusion between the two departments.

Here's my issue:

The only way I can find to make this work is if I restrict the submitters to not include members of the helpdesk. This can be done one of two ways, one is to uncheck "Allow all users as submitters" from the queue section. While this works it also stops every other person from sending in a ticket too.

Option #2 is to put every other user in a different label and restrict the submitters to just that label but the issue with that is we will have to go through and manually label every new user we create.

Do you know of any other way to make this work?
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  • You can't just log into your Kace Admin Portal, select Settings -> Users, find each user in IT and set the Default Queue to the IT Queue? Same for the HR people? This can be done really easily.
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In order to get cross-queue team work rolling, but not having them submit to the wrong queue/removing that confusion was by allowing them to be approved submitters to both queues and using a JKUERY Plugin to hide the queue cosmetically based on their Label. 

Without using Jkuery or KACE PRO SERVICES, I can only think of making them submitters to all the queues and making it a training issue with well defined queues and saying "Submit to your own queue!!!!" and if they don't, just do a ticket move to the other queue.
Answered 07/17/2014 by: Wildwolfay
Red Belt

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LDAP Labels may help with grouping the users, but if you want them to be able to submit to both queues the will need to be able to view them both. 

You can configure users with default queues, so when they submit/view they go to the correct one by default. 

Typically when we encounter the need to hide it's because ticket OWNERS accidentally do things in the wrong queue- simple solutions like bookmarking an address with the proper Queue ID in it like http://MYK1000/adminui/ticket_list.php?QUEUE_ID=3 are surprisingly effective. Also remember that most ticket owners do not require access to the admin console- and they may be able to everything they need from the user console. Further- each queue can be configured so that Admins aren't granted read/edit permissions simply because they are an admin- this is important for ITIL/HIPAA/etc. Sure- an admin can grant themselves access to that queue, but accidental view/editing could be reduced.

If you haven't already done your JumpStart training, I'd encourage you to discuss the scenario in more depth with your Koach. We also have a number of Kontinuing Education recordings and upcoming sessions that you might find useful. Visit www.kace.com/kke for the recording archive and upcoming schedule for live sessions.
Answered 07/17/2014 by: cblake
Red Belt

  • Thanks for the follow up. Our Jump Start Koach did not have a good solution to this issue and suggested I contact support. In our environment we choose to manually enter tickets rather then have users enter them or have them automatically created via email submission.

    If LDAP Labels will automatically apply themselves to a new user when they are added to Active Directory then that would work for the purpose of what I need because I can give those users access to both queues but restrict the members of the separate teams from each others submitter lists.

    I will look for more info on LDAP labels but if you have any good links on how to implement these I would appreciate it. Thanks
    • Note there's a bug with LDAP user labels in 6.0, that should be resolved in the near future. A description of the issue and a workaround is here: http://www.kace.com/support/resources/kb/solutiondetail?sol=125790

      Here's a KKE on LDAP usage: https://www.kace.com/support/training/kke/archive?id=C3C49C57-3D9B-4AA5-91F1-CBC56F75DBEB

      Here's a great article on LDAP labels in general: http://www.kace.com/support/resources/kb/article/how-to-keep-ldap-filters
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