/build/static/layout/Breadcrumb_cap_w.png
02/06/2019 251 views

Is there a way to give a queue owner administrative access to their queue only? We have on helpdesk that is sensitive so I have to limit who has access to the admin console. Unfortunately, that limits the owner of another queue from accessing their helpdesk configuration. 

1 Comment   [ + ] Show comment

Comments

  • If you are an Administrator User in KACE, you will see all queues.

All Answers

0

There is a setting in every Queue that allows you to block access to the tickets in the queue, even if you have full admin access to the SMA. If you go in the console to Service Desk > Configuration > Queues and then edit the queue you wish to protect. Scroll down to the setting shown below:

Untick the "Allow users with an Admin......" box and save the setting.

Admin users on the box should only be able to see tickets in that queue, if it is logged in their name (linked to their user account).

Be aware that making this change will also change the menus that your techs are used to seeing as they will no longer be able to see any multiple queue views from the View By dropdown i.e. All Queue Views

Answered 02/07/2019 by: Hobbsy
Red Belt

  • This also restricts access to reports for the sensitive queue as well?
    • No it doesn't and I raised that with Quest as surely if you block access to the queue you cant run reports right?? Wrong!! So reporting stays totally open anyone with rights will still be able to create and run reports. The options are.....go multi org or disable all rights to reporting and set regular reports to be run on a schedule