In our situation (ResNet and Employees at a College) allowing clients to
see the workload of the support staff is useful in that patience during
the start of the semester when we typically get overloaded makes life
easier for all involved.
It appears that if everyone has permission to show a queue but a user does
not have “Let this user be granted rights” checked that the interface they
see only allows them to see there own requests unless they know the ticket
number of a request in which case they can enter that number and see the
Is there a way to configure things so that everyone could see a form
between the privileged user form sees with configuration etc and what
the non privileged user sees - ie to the queues which are viewable by
everyone in the Find new/open tickets summary (which gives the users the
summary of how many tickets are in process) as well as the ability to
see the tickets in the queues which are viewable?