When a user wants to submit a ticket from the service desk and clicks NEW it takes the user to the new ticket screen.  From there they can choose between ticket or process.  I have 2 departments IT and Maintenance/Custodial.  I only want IT to be visible in the department drop down and the processes drop down. 

The IT department is very small with 3 people.  We do not require approval from department heads to process a ticket.  For the maintenance side of the house it is different.  When a user from Elementary school places a ticket it must be approved by the Principle.  This is due to the fact that it usually is not a maint. cust. issue but requires a purchase..  Example:  teachers wants new shelving installed>  Which really means the shelving has to be purchased first before it can be installed which requires approval from the principles because each school has their own budget. 

I am just exploring SQL so writing up complicated rules is not in the cards right now.  I am trying to restrict user input and place the emphasis on principle/approver to move the request along.  Just looking for any possible suggestioins in solving this issue. 

If I can hide the maintenance query choice and only provide processes that are related to maintenance. 

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  • Ticket submission is controlled user User Labels. You just have to give the IT accounts a label that says their are IT or work tickets and in the IT queue, only list that label as allowed submitters.

    That would hit the queue from the drop down and that would only give them access to the remaining queue.
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