KACE Product Support Question

Default Ticket Queue

04/08/2016 1481 views
We have 4 ticket Queues and want our end users to only be able to create a ticket in the IT Service Desk - and then have our help desk people assign the ticket to another Queue.  It used to work this way, then something happened after maybe an update of some kind to now give our user the option to select the queue they want.

I have read a bunch of docs and have set the default at the system level but when a user goes to create a new ticket they still are allowed to pick what Queue.  Something else that happened at the same time was that all of a sudden the ticket title stopped being displayed - so I had to add that back as "user created" vs Admin only - hidden.

IT Service (should be the default)
Help Desk
Desktop Support
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Answer Chosen by the Author

Check your queue configurations for what labels can be submitters. If the users can be a submitter in all of the queues then they will all show up as options when they login to create a ticket. If you remove them as submitters from all but the IT Service queue then that will be the only one that shows up. You can still transfer the ticket to the other queues and they should remain as the submitter. Keep in mind that with this configuration your helpdesk staff will need to create tickets in the IT Service queue and then transfer them to the other queues, too.

Answered 04/11/2016 by: chucksteel
Red Belt

  • Thanks - sure enough the "all users are submitters" box was checked. Any idea what would have marked that? After a reboot recently of KACE we had a number of odd settings changes.

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