Managing Access to Request Queues

If specific or specialized queues we usually use groups for those and our general queues are open to anyone in the system (example, the workfront support queue).

I like to give access at the highest level possible and most of the time that is through Groups. I then share with a Team if they need to have higher access than View - had to update access to a Queue last week since a Team needed the ability to copy all Requests that come in through the Queue. If at all possible I do not like to share anything with a single user, it just makes auditing more messy that it already is. 

I have historically used groups specifically for handling requesters, ie "Creative Requester Group" that is not used for any other permissions. Ideally this is done alongside a strong SSO attribute mapping so that by title / job code / department a user is automatically added to that group without the need to do it manually for new users. 

Like others, we create and use specific teams that have manage access for their request queue projects. The team names align with the names of the request queues as a means to help know which group is for which queue.

Kellie I love this question so much!! Spoiler alert I touch a little on this in my Skill Exchange presentation. Typically I'll use Groups and Job Roles for queue access. However I don't make new groups solely to grant access only using existing ones. If someone shouldn't be in that group but should have access to a queue, that's when I create a "XX Queue Requestor" role and apply it to that user. On rare occasions if I really need to lock a queue down I'll utilize the "Only users in this group" functionality.

At one point I taught queue owners to share with individuals and then monthly I would go in and apply the role to the individuals listed, this was to keep the workflow moving so everyone wasn't waiting for me to make an update. Depending on access level permissions you could set up a team for that and give the queue owner access to add/remove people in that team for full automony.

I prefer a role instead of a team and if you're wondering why, come to my session in a couple hours 😉