Service Desk queue view by submitter's department or location?
Is there a way to create a custom queue view that uses submitter information? We have a large group of desktop support staff who are assigned to specific buildings. They share a single queue. They would like to be able to sort by (or at least see) the submitter's location displayed in a column of the view. It looks like you can display the submitter or submitter username without any trouble, but not their location or department even though our LDAP import captures that information and adds it to their KACE user account. I suppose one approach might be to create labels for the different locations and group the users that way? Or perhaps a rule can be used to populate a ticket filed called "Location" ? While it is possible for the Service Desk to select a location from a drop-down list, I suppose that is a manual workaround that would provide a field that is available in the queue view. Another solution, the one that management favors, is to create a separate queue for each location and leave it up to the Service Desk staff to assign the ticket to the correct queue. I don't like this approach because I'm the Service Desk Manager and I thinks it's a better practice to have a single shared queue for them, so someone who is available can take a ticket even if it isn't in their location. That way the customer gets prompt service by the next available consultant instead of having to wait for the one assigned to them to be available. I would appreciate any thoughts or suggestions.Sean