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KACE Product Support Question


Service Desk Ticket Visibilty

03/08/2020 216 views

Hello


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!


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I would recommend using separate queues for each department. The Helpdesk staff would be owners in all queues, but only the relevant technicians would be owners in their respective queues.

Answered 03/10/2020 by: chucksteel
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