Service Desk Multiple Queues Security


We are utilizing the service desk for our IT dept. The queue name is Help Desk. We would like to create additional ticketing queue's for other functions such as facilities. As the Kace admin I need to have access to all queues but I do not want the facilities group to have access to the Help Desk queue. I see that I can set the default for the Facilities group but they can select the help Desk queue. I have created a Facilities Management Role, is it possible to limit  the Facilities group to only their ticket queue? 

Thank you.  

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Answers (1)

Posted by: Michelle.ashby 2 months ago
Orange Belt

We have many queues for our different departments and well people can select different queues, they cannot see any tickets unless they have submitted them to that queue (ie. are the submitter) or it is a queue they own and then access is easily managed in grouping the appropriate people in the owner label.
You can also select the checkbox: 'Allow users with an Administrator role to read and edit tickets in this queue (Administrator Console only)' but we don't do this. 
This previous question addresses it in more details:

  • So you can limit access to the queue for general analysts who may have administrator rights by unticking the box, but using the (original) Admin login you will still be able to work on the queue, if that helps - Hobbsy 2 months ago

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