Best Practices Question
Separate department queues
08/10/2016 1385 views
Running into a problem with multiple queues and custom views.
We started out with two queues for IT. Both are "Owned" by the label IT Ticket Owners.
On the ticket screen with Department listed as All Queues, we were able to use custom views and see tickets from both queues.
We added a third queue where, we did not want to be managed and seen by the IT staff. We created a new role and removed IT from the "Admin" role, and removed the check to "Allow Admin users to view edit tickets"
Once we added a third queue, where the it is owned by a different label, the ability to use a custom view on the "All Queues" Department no longer worked.
We were hoping to have a few more queues added down the road.
We want the ability to transfer tickets between queues, so using different organizations, if I understand correctly, will not work.
Kace support was not much help in the matter and suggested we contact a department where we could pay to have a custom solution built.
Any advice would be appreciated!
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