RE: [otrs] new user question about users, queues, groups, and roles

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 ar

[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 set