Hi René
Refer below:
Multi Group
This is an example setup for one company with a helpdesk, sales and billing
department. Each department should not see tickets of the other department.
This means nobody from helpdesk should have access to the billing tickets.
Nobody the one department can access to a queue of the others.
Add the following to Kernel/Config.pm
# ChangeOwnerToEveryone -> useful for ASP
# (Possible to change owner of ticket ot everyone) [0|1]
$Self->{ChangeOwnerToEveryone} = 0;
# ShowCustomerSelection
# (show customer selection in phone and change customer view
# - disable this for ASP!) [0|1]
$Self->{ShowCustomerSelection} = 0;
System email addresses (1/2): You need to add new system email addresses for
each department (e. g. [EMAIL PROTECTED], [EMAIL PROTECTED] and
[EMAIL PROTECTED]). Note: You can't set the right queue because you need
to create the queue at first - this will be done later.
Groups: Add a new group for each department. In our case add a group
helpdesk, sales and billing.
Queue: Add queue for each department (take care of the naming - e. g.
group-topic). In our case add queue helpdesk-raw, helpdesk-products,
sales-raw, sales-products, billing-raw and billing-claim and set the group
of each queue to the right.
System email addresses (2/2): Update your new system email addresses (e. g.
[EMAIL PROTECTED], [EMAIL PROTECTED] and [EMAIL PROTECTED]) with the
right queue. Note: Of course you need to make sure that the added system
email addresses are routed into your system (e. g. via admin inerface -=>
POP3 accounts - see chapter "Receiving emails")
User: Add the users and put each user into the wanted group. Means sales
users to the sales group, helpdesk users to the helpdesk group and billing
users to the billing group.
Note: If you add one user of the departments to the admin group, then the
user can change all settings of the system. Means the user can also
add/modify user/response/... of the other groups. -=> Normally this admin
changes should be done by an admin.
Your multi group setup is ready.
Hope this helps.
Jürgen
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