KACE Product Support Question

New ticket - set default queue in selection box

10/09/2012 1549 views

Hi there! 

I have our service desk configured with four queues currently.  When a new ticket is generated the ticket submitter is required to select which queue to submit the ticket to.  I am curious if it is possible to modify this spot so that one particular queue is automatically selected as it is the most commonly used.  I am imagining it being similar to the custom fields configuations where we can set a default value that appears instead of the "please select one.."

I would just adjust the permissions for the users but users need to have access to all four queues.  I am getting the impression that this is not possible from what I am reading but I thought i'd ask anyway to confirm. 

Thank you for your help!

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Community Chosen Answer


Sounds good to me and appears to be a request on user voice:


Vote it up and hopefully it will be added as a feature!

It could probably be setup with some extreme ticket rules to modify the frontend, but I would personally wait for it to baked into the standard feature set.


Answered 10/09/2012 by: jverbosk
Red Belt

All Answers


With 5.4 you can now set a default queue for users. 

Answered 11/28/2012 by: jdornan
Red Belt


I believe the new 5.4 docuements may indicate something like that is coming in the new release. 

Answered 10/09/2012 by: nshah
Red Belt


oh okay! cool - I had spent a fair amount of time trying to figure this one out.  Thank you both for easing my mind.  Hopefully 5.4 pulls through! Thank you again!

Answered 10/10/2012 by: RedStriped
White Belt

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