I created a group so that our technicians can only see their tickets in the user portal but also have the owners only comment box but they can still see unassigned tickets and they have the view by drop down.

What am I missing that I need to do to get this to work?

I want them to have the owners only comment box but not see unassigned tickets or have the view by drop down option.

Having the owners only comment box is important so that the technicians in that group can communicate with each other via the ticketing system. 

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  • Too many different techs and departments within IT to do orgs or queues especially since I am the only one who manages the K1000. I like the K1000 and the K2000 but they really need to make the K1000 more flexible.
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Quite the fine edge there, since once you give someone ownership within a queue, they can see everything within that queue!

You seem to be running into the same problem we did originally with KACE, it's made for 2 (maybe 3) groups or people:

Submitters and Owners (and approvers.. if you use them).  If you try and find a healthy balance for techs that you don't want to have full power, please do share.  We went to the extent with that 'in between role' of having all users be submitters, managers be owners (thus they could see OWNERS ONLY COMMENT) and then making another field that we restricted down to just particular people.  This did require some assistance from PRO-Services.  In the end, it just kept making more and more messes.  It seemed, the sooner that we accepted that KACE is made for "Users and Techs and not much in between" then the sooner we started loving the service desk more.

Depending on the size of your IT teams, maybe breaking your box out into organizations might be up your alley?
Answered 06/02/2015 by: Wildwolfay
Red Belt

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