KACE Product Support Question
Service Desk All Queues visibility in User Portal
05/18/2018 515 views
We have two SD queues setup, let's say QA and QB, both with different owner labels, both with the "Allow users with an Administrator role to read and edit tickets in this queue (Administrator Console only)" option turned OFF. Both queues have separate submitter and approver labels as well. (Essentially two completely separate business units but both using service desk)
QA owners are also members of the owner label for QB, but QB owners are NOT members of the QA owner label, and QB owners have no admin ui privileges at all. If a QB owner logs into the user ui side and views the service desk, they can manage and view all of the tickets in QB no problem. However, if they choose the "All Queues" and "All Tickets" options like so: they can then see all of the ticket titles and descriptions from QA as well! If they try to open a ticket in QA, then they are denied access which is good, however it doesn't seem right that they should even see the tickets from QA, even under the "All Queues" view. We would prefer they have no visibility into QA at all. I've checked and double checked owner label membership. The QB owners are NOT members of the submitter or approver labels for QA. Is this expected behavior, a bug, or is there possibly something I've overlooked?
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