K1000 Managing Helpdesk Queues
I'm trying to manage setting for queues we currently have setup in the helpdesk software. I'm trying to find a way to limit access to certain users so they only see certain queues and don't have access to other queues. I read something about using labels to accomplish this, but the post didn't go into detail on what exactly needed to be done or how to set that up. Anyone here did this before or can point me to some documentation on how to accomplish this?
On the Queue Detail page (Service Desk, Configuration, choose a queue) there are options for submitters, approvers and owners. When a user logs into the appliance and creates a ticket they will see the queues which are configured to give them access based on those labels.
Labels can be applied to users either manually (Settings, Users) or via LDAP labels (Home, Label Management, LDAP Labels).
For more information I recommend starting with the admin guide. While on the Queue Detail Page, click the Need Help? flag on the right, Configuring Service Desk Ticket Queues, Configure ticket queues.