Dear All,

I would be grateful if you could help in one point. In our company we have different department. For example: IT, HR, … etc.

In IT we have 3 units (queues): Helpdesk, Bentley Support, and ERP Support.

Now, another department want to have their own queue in the ticketing system, But we don't want to mix between departments and units in one combo-box.

My question, could we have two different combo-boxes one for IT and its units and another one for the other department ? If not, could we have a separate line after the IT queues and before the other department ? I added a fake queue to make it as a border line but the problem that anyone can select that line, because it's actually a real queue !!

Any suggestions ?

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In order to have a second select menu you would need to have KACE custom program that for you (which you need to pay them for the services).

If you want to use the fake queue method I would suggest setting up the queue without any real fields and include just one custom field visible to the user saying something like "Please go back and choose a queue from the list". If they still manage to create a ticket in that queue I would have a rule that automatically closes it.

Answered 04/16/2014 by: chucksteel
Red Belt

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