KACE Product Support Question

Service Desk question

12/11/2014 1138 views
Hi All,

Is there a way to give queue owners access to another queue without making them owners on both queues - so they can grab tickets from there? If queue A owners want to grab a ticket from queue B with out making them owners in B. 

Thank you
1 Comment   [ + ] Show comment


  • I guess I have something not configured correct then. Non of my queue owners are able to see tickets in other queues. I do not believe I explicitly denied anyone. Maybe of I can get some pointers on where t look.

    Here is my setup I have several queues and each queue I have label for the owners. ie technology queue - i have IT owners label.

Community Chosen Answer

Yes you can. Unless you have explicitly denied owners from viewing certain queues any owner should be able to work on tickets in other queues. You may just need to do some work on some views if users have difficulty viewing the ticket lists.
Answered 12/11/2014 by: Druis
Third Degree Green Belt

All Answers

If your Users are members of the built in administrator or a custom admin role with adequate levels of write access to the admin UI then yes. Your infrastructure admins though they are not owners of the help desk queue can view all queues. Once in the help desk queue they are free to click on a ticket and select ticket actions from within.

They can move the ticket to a queue they are owner of and work it or leave it in place an close it.
Answered 12/11/2014 by: usaplaza
Second Degree Blue Belt


So in order for them to access to the other queues I have to give them access to the admin ui? Cause non of my ticket owners have access to the admin ui except few IT ticket owners. All ticket owners login through the user portal.

Now if I give them access to the admin ui how do I make 1 queue "HR queue" off limit to everyone one else except the HR ticket owners label?

Answered 12/17/2014 by: bozadmin
Fourth Degree Green Belt

I have looked everywhere I do not see a way to give ticket owners a permition to be able to go grab ticket from another queue. I have 8 queues and I dont think it makes sense to add all the owners on different queues to every label and make them a ticket owners on every queue.
Answered 12/23/2014 by: bozadmin
Fourth Degree Green Belt

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