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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:  E4FvLa.pngthey 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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Comments

  • user kiwiblue reported that they were able to do this, but I haven't been able to duplicate it myself. See this question: https://www.itninja.com/question/confidential
  • We use labels to restrict submitter and viewing of queue(s);
    * create labels for queue submitter, owners, approvers
    * add Restrict submitter by label using the labels
    * add Owner labels if required
    * add Restrict approvers by label if required.
    Took us a while to figure it out but it works. We currently have 20 queues with multiple sub queues and its working as we want it to.

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