Can anyone tell me how to configure a queue so that the default owners can see only theirs and unassigned tickets, but the queue owner (which I have a seperate label for) can see all tickets in that queue?

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I'm not sure that this can be done as the KACE queue has an "all or nothing" approach to ticket ownership which means as soon as a member of staff is made a member of a ticket owners group they can see any ticket in the queue.

Probably the only way to do this is a real "sledgehammer to crack a nut" approach, in that you would have to create an identical queue for each Tech, making the ticket owners label just the tech who's queue it is and then take away admin rights, finally tick the box for the queue that says "allow users with an Administrator role to read and edit tickets in the End User Console". This will mean that techs will only be able to see tickets in their own queue and admin rights should be able to see all tickets in all queues. 

One word of warning though if a ticket is logged with the Tech as submitter he will always be able to see that ticket regardless of which queue it is in.

If your techs are using the enduser console you could create custom views that filter the views of tickets more effectively but you will still not stop them seeing all tickets i the queue if they want.

Incidentally, to get a custom view in the end user console, you will need to logon to the admin console as that user, create a save the custom views then go back to the Enduser console and you will be able to use the custom views.

Answered 06/18/2014 by: Hobbsy
Red Belt

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