Creating a confidential Issue queue

[BillGa]

Hi there; We want to create a confidential issue queue. Our goal is to create a confidential form that the user can submit to a forum for review by a small team. We would like to restrict viewing access to that issue to the person submitting and the small team that reviews it and acts on it. Thanks! Bill Gattinger Contractor Mobile 780-717-6209 If you have received this email in error, please let me know by return email so I can make sure it doesn't happen again. Because emails can contain confidential and privileged material, I'd ask for your help by deleting it and any attachments. Thanks! We like to keep people up to date with information about new products and services at ATB or changes that could affect you. You can check out more about ATB and CASL at "http://www.atb.com/important-information/privacy-security/Pages/ATB-and-CASL.aspx" http://www.atb.com/important-information/privacy-security/Pages/ATB-and-CASL.aspx If you would like to unsubscribe from our updates, please use this URL - "http://www.atb.com/important-information/privacy-security/Pages/unsubscribe.aspx" http://www.atb.com/important-information/privacy-security/Pages/unsubscribe.aspx

[JamesBe1]

Hi Bill, Depending on what needs to be confidential, this can be accomplished in a number of ways. Some questions: Does the queue where users would submit these issues need to be private (only a few number of people can submit issues)? Is it just the custom data that needs to be private, or is it the entire issue - name, details, entry date, and all? James Bender Jackson/JTS

[BillGa]

Hi there: The group is fairly small (<40 team members) and we want to make the queue visible to that group exclusively. We would prefer it if somehow we could ensure that each individual issue (and subsequent resolution) submitted was only visible to the person submitting and a specific issue approval team, rather than the group. I created a queue in the sandbox that gives me the first condition but I am struggling with how to ensure the second condition. Any ideas are greatly appreciated! Bill Gattinger ATB Financial

[StevenHi]

Hi Bill, I would do it in this way: 1. In the Setup area, Create the Group you want to have access to make requests in the queue. Create the new Team for your Issue Approval Team as well if you haven't yet. 2. Set up a queue project (or load in your existing queue project) and in the Edit Project dialog, attach your new group in the "Group" field. 3. In the Queue Setup for that project (In Queue Details tab), Publish the queue by checking "Publish as Help Request Queue". 4. Select the radio button "People in this project's group" under the section "Who can add requests to this queue?" in the Queue Setup. 5. Under the Project Actions menu in the upper right, select "Sharing" and remove ALL sharing except the queue owner or admin. Make sure in the "Edit Project" dialog that your new queue project is not being placed inside any portfolio or program that might pass along any inherited rights. Some companies like to have a special portfolio for queue projects that they can set up with very minimal Sharing rights. 6. In the Routing Rules tab under "Queue Details", create a new routing rule and assign your Issue Approval Team to this routing rule. 7. Create a few Queue Topics for this queue that you can attach your new routing rule to OR simply attach your new routing rule to the "Default Route" field in the main queue setup page if you don't have any queue topics in your queue. Make sure to Save any changes you make. This should allow only your requester group to see the new queue and be able to make requests within it. Any new requests should only be shared to the Primary Contact (requester), the owner of the queue project; and the Routing Rule will send the request only to the members of your Issue Approval Team and it should only be visible to them and the requester. If anyone sees any reason why this might not work please advise but it appears like a sound approach to me. Regards, Steve Steven Hirsch Creative Acceleration

[NRYNR]

Hi Bill, I recently set one of these up. Here's what I did: 1) The published request type project is used to accept the requests. A routing rule sends the request to a separate project, which I call the "Queue". The published request type project is shared only with those with "view" rights, or the Group you created. 2) The Access on the Queue project is set as follows: Only the approval team can have "blanket" access to this queue. By separating the request type and the queue, we can control the rights on both independently. Be sure to "Login As" someone to test things out. Hope this helps. Narayan Raum "https://suntrustedo.my.workfront.com/dashboard/view?ID=5c1bf1f90046e70adeecf882731a47b9"> Workfront Center of Excellence Delivery Lead Enterprise Data & Governance Execution (EDGE) SunTrust Bank

[BillGa]

Thanks so much everyone for your contributions. Narayan - this is a brilliant solution to our scenario. Very much appreciated!
-- Bill Gattinger Contractor Mobile 780-717-6209 If you have received this email in error, please let me know by return email so I can make sure it doesn't happen again. Because emails can contain confidential and privileged material, I'd ask for your help by deleting it and any attachments. Thanks! We like to keep people up to date with information about new products and services at ATB or changes that could affect you. You can check out more about ATB and CASL at "http://www.atb.com/important-information/privacy-security/Pages/ATB-and-CASL.aspx" http://www.atb.com/important-information/privacy-security/Pages/ATB-and-CASL.aspx If you would like to unsubscribe from our updates, please use this URL - "http://www.atb.com/important-information/privacy-security/Pages/unsubscribe.aspx" http://www.atb.com/important-information/privacy-security/Pages/unsubscribe.aspx