We have separate queues for HR use only (new hires, terms, job changes). 

I want to make it so that HR users can see all tickets in one of those queues, regardless of who submitted them. 

The only way I found to do this was to give them a read-only role for the admin console, and then make them a ticket owner for those queues. The problem is:

If they login to the admin console, they can see all tickets, they can't change make changes to them (even on their own), and they can't create new tickets. 

If they login to the user portal, they can see all tickets, but they can also change them all because they are in fact owners. We don't want them to have this much power. 

Ideally we'd like them to be able to see all tickets in the specific queues they need access to, but only be able to edit their own. They also should be able to create new tickets. And it all has to be accomplished by logging into only ONE console (user or admin). 

Any suggestions? I can't think of any other way to finangle this.

Answer Summary:
There's not a way to get it to work specifically as I describe above, but an alternate solution is to have a single HR user account that everyone on that team uses to login to submit these requests. We wouldn't know who specifically submitted the request, but we could just add another custom field for that.
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  • I would like to hide other queues from Service desk staff and only let them view/edit their queue. Is this possible? I've tried through labels and roles but My service desk staff can see all queues, I don't see what I am missing and have not came across any blogs. This one is the closet to what we need.
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I don't believe you can be that granualar witht he permissions on the helpdesk.  If they are a owner they can do edit and create any tickets in the queue they are an owner of. 

Answered 04/16/2013 by: Timi
Seventh Degree Black Belt

  • Sure enough, I've looked at this upside-down and sideways and can't get it to work just the way we're going for. HR will just need to be on top of their game and know what they've already submitted to us.

    ALTHOUGH... I guess I could just make a single HR user account that everyone on that team uses to login to submit these requests. That would solve the problem. We wouldn't know who specifically submitted the request, but we could just add another custom field for that.
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