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04/10/2019 83 views

There are times when, for administrative reasons, a K1000 admin will need a queue that IT staff can access and work but is not visible to most users. We have a need to for specific queues to be hidden, but at the same time technicians don't log tickets for themselves so those hidden queues need to have the ability to select an end user for.

For example, we have a queue specifically for building a workstation that outlines our build process, needed software, and etc. This is a queue that we need to use internally within our IT department, but still have the option to select an end user so that we know who the PC is being built for. 

Is there a way to do this? We want to hide a queue to the end user, but we still want to select this user as the ticket submitter. This action should be done by the IT Staff who can access the queue.

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So in short No. For a queue, you define the submitters, either by label or individually and those are the only users that will appear in the submitter list. So if you do not add Adam Smith as a submitter, you cannot log a call in Adam Smith's name. This means that you are not able to create a queue into which you create calls for users that are not defined as submitters.


The only way you can get around that would be to use a custom field which shows user names from AD, something like SELECT distinct(NAME) From USER


Whilst that will give you the list of all users, that will not add in the usual links, or display other associated data from AD as it would if they were a defined submitter.


Answered 04/11/2019 by: Hobbsy
Red Belt

  • Thanks for the answer. We will work with this custom field and do some testing with opening a ticket in a general queue and then moving to other.

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This is the default behaviour of the appliance.
You need to create the right labels for the users so only users in Label A can see the queue A etc.

Important: if the user is going to the adminui/ he can search for the other queues. This is also works as designed.

It is all well described in the admin guide.
Answered 04/11/2019 by: Nico_K
Red Belt

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In addition to using a custom field per Hobbsy's answer, you can also use the Ticket CC field. 

Another option is to create the ticket in an initial queue and then transfer it to the "hidden" queue. The submitter will not be changed, even though the user isn't an allowed submitter in that queue. I believe you could also create a process that creates child tickets in the hidden queue for the hardware build and pass the submitter from the parent (which lives in your main queue) to the child ticket. That would look something like this:

General Helpdesk, Ticket with Joe User as submitter.

Process creates ticket in Build queue -> Title: Build computer for Joe User

When Build ticket is closed, move on to next step, e.g. Deploy computer, whatever, close ticket, profit. This can all be done back in the General Helpdesk queue.


Answered 04/11/2019 by: chucksteel
Red Belt