External User Request Area Access

[MorganHatcher]

For those working with external clients/users that submit requests, what is your approach when it comes to the main Request area? My problem is that I can't remove filters from the main Requests area and the users can still see the names of Requests that have been submitted by anyone with access to the Request Queues that they have View access to.

Ideally I would like to get away from creating a separate Request queue for each external user group, since in the end we may be creating a Request Queue for one person and it would make system management impossible (this is the solution that support has given me). I have thought about removing requests once they have been converted, but if a request doesn't get converted quickly enough there is still the possibility they will see it. Everything I have tried has still given them access to the list of Request names. 

These external users will need to be Light users at least due to the approval limitations of Contributors. 

Are there any other instances that have run into this issue and come up with a solve? Thanks! 

[skyehansen]

can you share a little about how the queue is configured? For instance, who is allowed to submit requests (should be in the queue details section) and what are the access permissions after this (should be in the project settings when you edit the project)?

[MorganHatcher]

Able to submit: those with View access to the project (Project sharing: View access, with Add documents and Add issues checked under additional settings)

When a user submits a request: they have view access to the request, with Add Documents checked under additional settings

The users can click back to the Queue Project, but due to their Access Level and Layout they can not view much besides the title, Project Details (no details display), and Updates (which they do not see any since their access level permits them from seeing updates unless they are tagged) 

I have tried to update sharing, queue project access setup, etc.. but they are still able to see the requests submitted in the main Request area if they update the filtering. 

[skyehansen · Accepted solution]

This is a guess:

configuring request queues so that anyone with View access can submit a project, becomes a problem when your request lands in that same request queue project.

Are you routing your requests to different intake projects? It's usually a good practice to leave your request queue empty of requests to avoid the kind of results you're seeing.

[MorganHatcher]

Thanks, this helps! I can leave my first request queue as is, but create a specific one for external users that routes to the first. While I need to create an additional queue, it will not have to be for each group/user. I need to leave the original project as is, since we have some fusion setup I don't want to disturb.