When creating a new ticket, is there a way to hide a queue from the "Select a queue..." drop-down?  I have a Termination process, but it is also listed in the queue list and users keep selected the one from the queue list instead of the process list.
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  • I have a similar scenario. I have 2 support queues, Facilities and helpdesk. I have 3 processes, Hire, Term and transfer. I would like the standard user to only see the two support queues and Hiring managers to access the processes. When I give permissions to a new manager for the 3 processes, and they select any of the 3, they see a screen that says "you do not have access to this ticket." I can add permissions to the queues behind the processes, but then they see them in the ticket queue. I am running current 6.3
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You can exclude the users from being able to submit to the Queue which will hide it from the drop down queue list. They will still be able to create Process tickets for that queue as long as they have access to the process. Not the ideal solution but it should work.
Answered 10/22/2014 by: h2opolo25
Red Belt

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If you allow any given user or it admin access to more than one choice (i.e., a queue and a process, or multiple queues) they will be presented with the choices via the drop down menus. 

If they only have access to one choice, we don't present the choices. 
Answered 10/22/2014 by: MacDude
Fourth Degree Brown Belt

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