Limit access tu differents queues

[Jhlevasseur]

I created 3 queues in a project and I want to limit access to each queue for specific group ou user. I don't see where can I assign user or group to specific queue.  Is there a way to do that?
Thanks, 

[Esteban Diaz]

Hi @Jhlevasseur , 

It is not possible to restrict or show different queues to different agents.

All the Agents involved in the same JSM project will be able to see all queues as they are able to see all issues in the project.

But maybe we can find another solution...  tell me more about the purpose of your requirement ... why do you need this restriction? 

Cheers, 

Esteban Diaz
https://www.linkedin.com/in/estebandiaz/ 

[Sunil Kumar]

Hello sir

[Harold Levasseur]

Hi Esteban,

What I would like to do is limit the number of queues each agent could see on the screen. I have separated tickets into categories (with automation when ticket is created) and I would like to associate some groups of agents to some ticket categories. It's more aesthetic so as not to weigh down the screen but not an obligation. But if it's impossible, I'll leave it like that.  
I thought that creating user groups allowed you to do this kind of thing.

Thanks

[Esteban Diaz]

I don't know if this could work for you but for some Customers I configured something like this: 

1. Create a custom field (Select List type) with the available groups called Assignment Group.
   
   
   
2. Create an automation triggered when the issue is created that sets the proper Assignment Group based on few decision rules.
   
   
3. Create a queue for each Assignment Group using a JQL based on the Assignment Group field
   
   

This way issues are classified to be attended by different groups... each group can take a look and their own queues and see their pending tickets ... and eventually if a ticket needs to be attended by a different group you can manually change the Assignment Group field value and the issue will be moved to the proper queue automatically .

And Agents can select their preferred queues and keep them on the top of the list like starred queues.

Does it makes sense? 

Cheers, 

Esteban Diaz