Service desk owner rights / queues rights


sorry for my English, but I ‘m French ..

we just setup Kace service desk and I’m facing 2 small trouble..

we are a team of 4 it people managing all tickets but also 2 other non it to manage sap and ged tickets. 

So I’ve first created a label “ administrator ticket “ with all these people and put it as owner label.

We can now assign ticket to all people needed. The problem is that everyone is able to see every tickets. I want that the 2 non it people be able to see only ticket they own.. how can I do that ?

if i remove them from admin label and put them as technician, we can’t assign them ticket anymore, and I don’t see option to let them see only theirs… ?? 

I have another matter quite similar but not sur how to do it..

we need to do the support for an accounting app, but the support will be done by the team of accountants ( 4 people). Email is sent to support, rules automatically assign it to a category with a word in the title (concur), and then one of the accountant should take it from web interface. Also I don’t want them to see other tickets,  but all people from this accounting team should be able to see all “concur” tickets..

i thought doing another queue for that with only people from it and accounting as admin, but I need to specify an email, and I want the email to be sent to the same support address… is I possible ?

Hope to be clear enough,

thanks for your help !

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Answers (4)

Posted by: nicolascoquet 1 month ago
White Belt

Thanks for your answer, indeed i think that I need to setup a new queue .. what a shame not having this simple option .. See only your tickets !! 

But second question, if I create a new queue I can't use the same answer email ?? 

In my case, all people are sending email to isithelpdesk@ xxx.com

So i set up my first queue like that : 


so this is working fine, tickets are created and answer are send from isithelpdesk.

I setup a rule to transfer tickets to the new queue if needed, but I want that the answer to these tickets are also send from isithelpdesk and not antoher email / account.. 

But Wehn I want to setup the other queue, i've got an error message stating that this email is already use.. 


so maybe i didnt setup outbound email correctly, but i dont see where i can do it :-(

Thanks for your help,


Posted by: jpack1221 4 weeks ago
Senior White Belt

As an alternative you can use ticket templates and use the same queue.  That way you can limit what owners have access to the different ticket templates.  However, in this scenario you would want your customers to submit tickets from the customer portal instead of emailing the queue because the email will only create the default ticket template for that queue.



Posted by: Nico_K 1 month ago
Red Belt

well, this is not possible, since all rules are always against a full queue.
You could do a Custom Ticket Rule which puts the email into the right queue.
probably it is the better approach to give out the right email for this new queue.

Posted by: Hobbsy 1 month ago
Red Belt

You will need to setup additional queues and then assign their tickets into that queue and they will not be able to see the tickets in the main queue. If you setup the main queue with simple criteria you can then create a ticket rule to switch the ticket to the correct queue.

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