This week I was posed an interesting scenario from a customer. They have certain users who need access to every queue. But, they don’t want those users to be notified when a case is dispatched to that queue.
For example, lets say that the Maintenance queue has 4 members: Fred, Annie, Gary, and Steve.
Fred and Annie are regular users.
But Gary and Steve are part of the Network Operations Center (NOC). The NOC has access to every queue, as they need to be able to peek inside each queue to see what’s there, read the case titles, etc.