10/15/2019 88 views

Hi people,  

Is there any way to hide some Queues in the help-desk from end-users.

I would like them to see only certain queues from the dropdown list

when they are trying to create a new ticket.

Thanks all.

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if the users have access to the adminui/ this is not possible.
With the userui/ you can limit the queues to user labels which can reach them.
If you really want to "hide" some, use a different org for the special queues.

Answered 10/15/2019 by: Nico_K
Red Belt

All Answers


Users will see any queue in which they can be a submitter, so you will need to adjust your labels appropriately. Once a user is a submitter on a ticket, that ticket can be moved into another queue where they normally would not be a submitter, however. This allows you to have a "triage" queue where tickets are initially created and then your service desk staff can transfer those tickets to the appropriate queue.

Answered 10/15/2019 by: chucksteel
Red Belt

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