You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Join now to unlock these features and more
I have one question about JSM Queues.
Can we permit some users, to only specific user can see only the queue or tickets in the queue ?
For example :
We have 4 queues. For example A, B, C, and D.
There are 2 managers. Only the manager must see and tickets in the queue "D"
It's confusing because every technician can see all open tickets.
Can we configure this? Is a specific request type only showable to the specific user ?
Hi @Orkhan Hasanov , thanks for your question.
You could use an Issue Security Scheme to achieve this.
You would need to set up two Issue Security levels, one which is open / viewable to the service desk team who need to be able to work on the tickets in the A, B and C queues.
Then, you can set up an Issue Security level which is restricted to a smaller group of users.
How the Issue Security Scheme works is that you can have a default level, and then you could also implement an automation if you know already which tickets will go into the D queue to say, whenever a ticket like this is opened, update the Security Level to Limited, so that only the people who should be able to see it can.
I have included the documentation here for how to set up an Issue Security Scheme but if you have more questions, please let us know.