ACLs

[doylebobs]

Hi

Our system uses two separate group of queues; one for customer requests and the other for internal IT communication. For example,

Helpdesk
Helpdesk::Queue1
Helpdesk::Queue2
Helpdesk::Queue3
Helpdesk::Queue4

Internal
Internal::Queue1
Internal::Queue2
Internal::Queue3
Internal::Queue4

Only the Helpdesk staff should move tickets between the queues in the Helpdesk group. With the Internal queues, agents may move tickets between the queues. Customer requests should stay in the Helpdesk queues. However, we found that agents are moving tickets to the Internal queues. We want to prevent that. Would ACLs be the best way to do this? If so, does anyone have an example.

Thanks

[MichaelR]

Sounds right, you can restrict the choice of Queue based on the Customer/Customer Company. So only Internal companies can choose internal queues.

Probably an easier way to do it...