Viewing support queues

[hamiltr]

Our techical teams manage their workload by being a member of the relevant group
Is there a way of allowing technical teams the ability to view the queue of another technical group if they are not a member of it? We don't want say our communications team to be added to the server group as they are not responsible for resolving server incidents/changes but we do want them to see the queues so they can see what is going on - there is some overlap between the technical groups.
So under group incident/group changes how does someone see this group if they are not a member of it?
thanks

[Mark Stanger]

Default config is for all ITIL users to be able to see all incidents...regardless of the group or user the incident is assigned to. If you haven't changed that behavior, then users should just have to go to the work queue and filter for the specific group or user. If you have changed that behavior, then you'll probably need to modify your ACL or business rules to open that back up.

[hamiltr]

yes ITIL users do see all incidents and changes but is there a way of them seeing more than one group from the application nagivator menu? Currently, for instance, a member of the communications group sees all their incidents from group incidents module but if they want to see all incidents also assigned to say the server group is there a way of mapping that relationship from the application menu without them being a member of the group?
Or is the only way and I have just thought of this to create a filter from the group queue and select the required assignment group and save it as a filter and just navigate to this filter to see the queue when required?
thanks

[Mark Stanger]

Filters are the way to go if you want to do something like this. The only other alternatives are manual filtering or a bunch of modules cluttering up the left nav for everyone.

[jfarrer]

It would take a little bit of configuring but you could also set up a group watchlist (on the user record would probably be easiest, but it could be somewhere else) for the user where they can choose which groups they want to see and then you can set up one module that has an advanced filter that includes any groups that they have selected.