Restrict access to certain queue(s)
I'm setting up a second service desk queue and I don't want the people that will be in charge of that queue to be able to see the other queues on the KBox when they login to the admin interface and work on the queues. (This will make it much easier for them to work and not get into the wrong queue.)
I tried digging in the queue and KBox configuration items, checked the Help Desk documentation, and searched the forums.
If anyone has any thoughts on this it would be greatly appreciated if you could share them.
Thanks in advance.
djz
I tried digging in the queue and KBox configuration items, checked the Help Desk documentation, and searched the forums.
If anyone has any thoughts on this it would be greatly appreciated if you could share them.
Thanks in advance.
djz
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Answers (5)
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Posted by:
airwolf
14 years ago
You control submitter, approver, and owner status by queue. Create labels for the appropriate users for each queue, and apply the proper permissions to the labels based on the role you'd like them to have in each queue.
Posted by:
JesseLara
14 years ago
As I understand it, as long as the user is not an Administrator on the KBOX, they will not have access to other queues other than moving tickets into the queue if needed. Airwolf, correct me if I'm wrong.
Posted by:
airwolf
14 years ago
Queue access has nothing to do with KBOX access. A standard user with no admin console access can still be a ticket owner in a queue.
Any KBOX user can be a submitter, approver, or owner in a queue. Permissions are, however, global PER QUEUE - meaning: an ticket owner basically has full rights to every single ticket in the queue, it doesn't get any more granular than "queue global". If you want to setup a specific group of users allowed to own tickets in two separate queues, create two labels (QUEUE_1_Owners and QUEUE_2_Owners, for example), and apply the proper label to the proper queue.
Any KBOX user can be a submitter, approver, or owner in a queue. Permissions are, however, global PER QUEUE - meaning: an ticket owner basically has full rights to every single ticket in the queue, it doesn't get any more granular than "queue global". If you want to setup a specific group of users allowed to own tickets in two separate queues, create two labels (QUEUE_1_Owners and QUEUE_2_Owners, for example), and apply the proper label to the proper queue.
Posted by:
airwolf
14 years ago
I'd also like to note that a KBOX Admin with full access to the entire admin console STILL has to be given Owner rights to a queue in order to manage the tickets. Without ownership rights, a KBOX Admin can't do anything in a queue that a normal user can't. They won't even see it listed as an available queue if they don't have one of the three permissions (submitter, approver, owner). Although, they can still change admin options for the queue such as queue configuration.
Posted by:
RichB
14 years ago
By assigning Users to a Label and using the Help Desk Configuration section "Ticket Owners By Label:" to link a queue to that label, you have given those users "Ticket Owner" access to those queues. That means they could have tickets assigned to them or just be able to read that and other queues. Without being a Ticket Owner on a queue, you can't see the queue.
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