KACE Product Support Question
Service Desk Ticket Visibilty
I have hit a strange problem, I am sure there is a solution but I cannot for the life off me figure it out
I have a Service Desk Queue that will be accessed by 4 sections. Helpdesk, IM, Material Management and HR
- Scenario -
Helpdesk members should have unrestircted access to the entire queue
Helpdesk assigns tickets to each section
The three other sections should only be able ot see tickets assigneed to them
If I set Helpdesk label to the Owner of the queue and the other three sections as "technicians" the views are correct however I cannot assign tickets (set owner) to anyone outside the "owner" label. As soon as I add another section to the Owner, I can assign them tickets BUT they can also see every ticket in the queue.
I cannot seem to setup it up so I that can assign tickets to all technicians without all technicians being owners and thus having full access to the entire queue. Any help would be appreciated!