Running into a problem with multiple queues and custom views.
We started out with two queues for IT. Both are "Owned" by the label IT Ticket Owners.
On the ticket screen with Department listed as All Queues, we were able to use custom views and see tickets from both queues.

We added a third queue where, we did not want to be managed and seen by the IT staff. We created a new role and removed IT from the "Admin" role, and removed the check to "Allow Admin users to view edit tickets"
Once we added a third queue, where the it is owned by a different label, the ability to use a custom view on the "All Queues" Department no longer worked.
We were hoping to have a few more queues added down the road.
We want the ability to transfer tickets between queues, so using different organizations, if I understand correctly, will not work.

Kace support was not much help in the matter and suggested we contact a department where we could pay to have a custom solution built. 

Any advice would be appreciated!

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  • What are the permissions on the new role for IT? Can they still login to the Admin UI?
    • The new role, as I'm testing it, is a Helpdesk Manager.

      With these settings, I can still get to /Adminui
      Is there any way to restrict access to /Adminui?

      Dashboard - Write
      Label management - Hide
      Search - Write

      Inventory - All Hide
      Monitorying - All Hide
      Assets - All HIde
      Scripting - All Hide
      Security - All Hide
      Service Desk
      Tickets - Write
      User Downloads - Read
      Knowledge Base - Read
      Announcements - Read
      Archive - Read
      Configuration - Hide

      Reporting - All Write
      Settings - All Hide
      End User Console
      Home - Write
      Downloads - Write
      My Device - Write
      License Keys 0 Write
      Service Desk 0 Write
      Knowledge Base - Read
      Download Log - Write

      • You can set all of the Admin console permissions to hide, which will effectively block their access to the adminui.

        In the /adminui try adding &QUEUE_ID=0 to the end of the URL to view All Queues. That might also work in /userui, not sure.
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