I want a set of users to have a queue, and if they get a ticket that belongs elsewhere, they can dump it in to that queue… but they can’t see that queue anywhere else?
Like, I don’t want them to see the queue in the search criteria, in the “new ticket in” dropdown, in the “quick search” section, anything like that.
Most of my users are quite fluent in how to use RT and don’t do stupid things… but I’m afraid of at least a couple of my new users haha…
any help, much appreciated.
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.johnson@normed.ca
Technology assistance: email nosmhelpdesk@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500
Then , in configuration->queues->queuename->group rights, give them access
to ‘modify ticket’ is how I’m guessing it would work…
Where ‘queuename’ is the ticket of the queue(s) they can dump to.
Worth a try…On Thu, 3 Dec 2009, Mike Johnson wrote:
Is this possible?
I want a set of users to have a queue, and if they get a ticket that belongs elsewhere, they can dump it in to that queue… but they can’t see that queue anywhere else?
Like, I don’t want them to see the queue in the search criteria, in the “new ticket in” dropdown, in the “quick search” section, anything like that.
Most of my users are quite fluent in how to use RT and don’t do stupid things… but I’m afraid of at least a couple of my new users haha…
any help, much appreciated.
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.johnson@normed.ca
Technology assistance: email nosmhelpdesk@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500
haha…