We have several queues in the K1000 Service Desk.

When the submitter logs onto the portal and selects 'New Ticket' we'd like them to only see one default queue (so they dont have to decide which queue to put their ticket in)

We can acheive this by setting "Allow all users as submitters: " to a label on all queues but one. Then the submitter only has one choice at the portal.

But the problem is then that the ticket cannot be moved from this default queue to another because the user isnt allowed to be a submitter there. Also our support staff cant opent tickets on a users behalf in the other queues and set the user as a submitter becuase of this label restriction

So basically, is there a way to have all users be submitters on all queues, but when the submitter themselves logs onto the K1000 portal and selects 'New Ticket' they only see one default queue?




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You should be able to transfer tickets to a queue where they aren't a valid submitter, at least in my testing it has worked. You're correct, however that technicians would have to always create tickets in the one queue and then transfer them to the appropriate queue. 

Another note: it might be worth submitting an idea to the KACE uservoice forum requesting this as a new feature. I would word it something like: Add an option for service desk queues for whether they should be listed in the user portal. Something like that.

Answered 04/16/2013 by: chucksteel
Red Belt

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Another suggestion would be to add the orginal submitters to the cc list of the moved ticket and set the email on events to what you need in the secondary queue.

Answered 04/16/2013 by: Kyle_Tuffentsamer
White Belt

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