Multiple Helpdesk Queues
I created a second ticket queue to hold tickets for one department. We want this department to be able to log into the K1000 website and manage their own tickets. Right now I locked down the user accounts to only see the Welcome and Service Desk tabs. However, the user can change to different ticket queues. We do not want them to be able to do this. We only want them to see their own queue and not be able to switch. Is it granular enough to do this, or should I create another organization and give them access to just that one?
Answers (3)
Create separate organization to separate the ticket queue
Right now, if you make them admin or ticket owners they can go to any queue. There isn't a function in the KBOX to limit what queues people see unless you do what you stated, create another org.
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Excellent, thank you. That is what I suspected but wanted to make sure that is how it worked. - jeffwbrown 11 years ago
Using labels on your users, you could limit your submitters per queue to a specific label. So users in label A can submit to queue A and users in label B can submit to queue B. To s. Help Desk > Configuration > Queues > Desired Queue > Option in screenshot below.
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There's also an option at the user to pick a default queue for users that you could potentially want to access more than one queue. - GeekSoldier 11 years ago
Also, if they were potential submitters in the other queue that would have given them access to view the other queue and create tickets in it.
