There are times when, for administrative reasons, a KACE SMA admin will need a queue that IT staff can access and work but is not visible to most users. Change management is one example.
Access to see a queue and the actions a user can do are controlled by the settings in the queue configuration. If a user does not have submitter or ticket owner rights in a queue, they will not see it in the User UI.
Create a new label. In Settings/Users, select the users you wish to have access. On the drop down, Choose Action/add label, save it with the desired name (e.g. ITstaff). You may skip this step if you are reusing another label that already contains the users that you wish to access the queue and does not contain anyone else. You may always add and remove users from this label.
Create your new queue if you haven't already.
In the queue configuration page (ServiceDesk/configuration/queues), click on the queue you wish to edit. Do the following steps
1. Uncheck allow all users as submitters
2. Restrict Submitters By Label:
3. Apply your ticket owner label.
4. Uncheck Grant read/edit permissions to users with an Admin role (admin portal only): if you want to further restrict access to admins as well.
5. Save.
If you wish to have a restricted list of submitters and a different restricted list of ticket owners, you can create two separate labels, one for each.
This is true of the User UI (http://kbox) . The Admin UI (http://kbox/admin) is not restricted in the same way as the Admin UI is for admins only, and should not be used by users. Ticket owners can, and should, work the tickets in the User UI as well.
Although it is out of scope of this article, you can use LDAP labels for the labels applied to submitters, etc. This is dependent on your LDAP import and the user groups you have set up in the OU or containers you are importing LDAP from.
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