Systems Management Question
Hide queues to end user but technicians can assign them to tickets in those hidden queues
There are times when, for administrative reasons, a K1000 admin will need a queue that IT staff can access and work but is not visible to most users. We have a need to for specific queues to be hidden, but at the same time technicians don't log tickets for themselves so those hidden queues need to have the ability to select an end user for.
For example, we have a queue specifically for building a workstation that outlines our build process, needed software, and etc. This is a queue that we need to use internally within our IT department, but still have the option to select an end user so that we know who the PC is being built for.
Is there a way to do this? We want to hide a queue to the end user, but we still want to select this user as the ticket submitter. This action should be done by the IT Staff who can access the queue.
Answer Chosen by the Author
So in short No. For a queue, you define the submitters, either by label or individually and those are the only users that will appear in the submitter list. So if you do not add Adam Smith as a submitter, you cannot log a call in Adam Smith's name. This means that you are not able to create a queue into which you create calls for users that are not defined as submitters.
The only way you can get around that would be to use a custom field which shows user names from AD, something like SELECT distinct(NAME) From USER
Whilst that will give you the list of all users, that will not add in the usual links, or display other associated data from AD as it would if they were a defined submitter.