Stop calls being assigned to a particular queue

[JJack]

I’d like to prevent the manual assignment of any tickets (incidents, service request, change requests …, and tasks) to a particular queue.
The queue is to be used as a holding queue, with assignment to it only allowed via workflow (and possibly also by administrators).

I’m aware of the ‘Allow Task Assignment’ toggle for Teams.

The calls would be raised within several different services/catalog items.
Whatever we currently use for team names and whatever brief instruction we include not to assign calls there, it still happens.

I can’t find any role or right that we could use, even if we were prepared to restrict assigning calls to a limited group of people (so not really a preferred option).

Any ideas?

[Steve Giller]

If a Request can be assigned to a particular Team then this can be done by anyone with rights to re-assign the Request. There isn't an option to allow Users to assign requests to "any Team except this one" I'm afraid.

54 minutes ago, JJack said:

Any ideas?

This is one where I bring out my preference for the "big stick" approach, I think - if the Users are refusing to follow procedures/policies they suffer the consequences!

[James Ainsworth]

Hi @JJack

If when you say "queue" that this refers to a particular team,  have a look at the documentation for managing Service Desk teams.

It is possibly to have a team that has all of the members of that team turned off for assignment.  This would also prevent the managers from seeing this team on the assignment action of a request, however, you could set up a Custom Button that only they can see to perform these assignments.

 

[Estie]

@James Ainsworth - if all the members of a team are turned off for assignment does this affect the assignment of a ticket to that team/individual via a workflow?

I am not using round robin or most available analyst in the workflow just a normal assignment.

[James Ainsworth]

5 hours ago, Estie said:

does this affect the assignment of a ticket to that team/individual via a workflow?

No.  It shouldn't.  The turning off assignment only affects the user interface.