Users submit tickets to only one queue but IT staff can still set them as submitters in any queue
When a user submits a ticket, we only want them to be able to be able to choose to assign to our Service Desk queue so the Service Desk can triage and assign to the correct support queues. But we also want the user's contact info to be listed as the contact for the ticket in any queue. If we remove the ability of the user to be listed as the submitter, we can limit the queue they assign their ticket to (they only see Service Desk queue), but we cannot create a ticket in any queue on their behalf as the primary contact.
Anonymous
shared this idea
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Peter Doerfer
commented
This is a scenario that we we encounter in the field quite often. One queue is displayed to the users to make it easier for them. Tickets are then distributed to other queues via ticket rules or dispatcher. Unfortunately, there is no way to hide queues other than to restrict submitters.
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Anonymous
commented
ditto
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Anonymous
commented
Agreed. even if there was a way to just hide the queues, but still have them as the submitter to the queues would be helpful
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Louie Ortega
commented
This is also what we are looking for. We do not want all users to see all 20 queues within the user UI or be able to create tickets on their own to any queue but the Help Desk queue. We still need to be able to set them as submitters and currently can only do that from within the Help Desk queue before we move it to any other queue.