Hi James. We got a complex setup here with about 30 Roles, >100 Groups/Queues and a lot of different users, including 1st, 2nd and 3rd level customer support.
I don't necessarily see any obvious flaws in your system - except reps will need rw rights to move tickets out of the rep queues anyway. I'd always recommend giving agents full access to the queues they are working in. If you want to prevent them from, say closing tickets, you can use ticket ACLs to prevent any closing tickets in those queues and remove the close button (example to be found here: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68). It's also practical to give the agents read access to the queues they have 'move into' rights - if just they will be able to see if a certain customer already has an open ticket and it's state if he calls for the second time. On the long run you might think of working with roles, so you have a better overview. That could be like: Group G_Support_1 <-> Queue Q_Support_1 Group G_Support_2 <-> Queue Q_Support_2 Group G_Eskalation <-> Queue Q_Eskalation Role R_Rep Group G_Support_1 rw Group G_Support_2 rw Group G_Eskalation move_into/ro Role R_Manager Group G_Eskalation rw Reps get R_Rep and Manager get R_Rep + R_Man and so on. Hope that helped! Greets, Daniel Project Manager CS/Service Development Jamba! GmbH -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of James Whitwell Sent: Mittwoch, 14. November 2007 08:51 To: otrs@otrs.org Subject: [otrs] new user question about users, queues, groups, and roles Hi, We've just started using OTRS for managing our customer-facing email addresses, and I'm having a bit of trouble getting my head around how best to set up our queues, groups, users, roles, etc to suit our needs. We have two levels of customer service people, reps and managers, and two sets of queues for them (call them "support" for the cs reps, and "escalations" for tickets that should be escalated to managers). We'd like to set up the "support" queue so that cs reps can read and answer emails, and create new tickets, and set the "escalations" queue so that reps can move tickets into it, but otherwise have no access (including read). Managers should have full r/w access to both queues. The way I tried to do it was to have two groups, "reps" and "managers". The "support" queue is owned by the "reps" group, and the "escalations" queue is owned by the "managers" group. Users who are reps have ro and create permission in "reps", and "move_into" permission in "managers", and users who are managers have rw for both groups. After I'd done this, however, reps couldn't see any tickets in the support queue until I gave them rw access to the reps group, and they couldn't move any tickets into the escalations group at all. So I think I've followed a logical path to configure things, but it's not working, so is there anything obviously wrong with my setup? Thanks for any help, James. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
