Hi, I have kept on struggling through the configuration of OTRS queues... and have the following question
Do roles allow to control only permissions for agents? Best regards, M.A. On 8/21/07, Dummy cerberus <[EMAIL PROTECTED]> wrote: > Hello, > > I'm setting up my first OTRS system (2.2.1) and trying to adapt it to > my helpdesk... I want my customers to have access to some of the > queues of the system, depending on the department where they are > located... I also want to allow access to my agents to some of those > queues, depending on whether the support that queues or not (for > instance, development of new apps and customer support)... > > I have read the doc and I think it's not very clear about how > achieving that... I have created a new role to allow customer to add > new ticket to a subset of queues: > .- New group G > .- New queue belonging to that queue Q > .- New role R > .- Roles<->Groups and mark 'create' for role R and group G > .- Roles<->Cusomers and mark 'active' for role R and user U > > Now I open http://.../customer.pl and logon as user U, but cannot > create a new ticket in queue Q. I have tried marking 'owner' and 'rw' > at Roles<->Groups, but I doesn't work... > > I suppose that I don't understand well the differences and purposes > for agents, customer, groups and roles: > .- Groups/Roles available are the same for agents and customers? > .- Can I synchronize them to ActiveDirectory groups? > .- How should I perform the behaviour described above? > .- Is there any sample/doc besides the official manual available so I > can clarify myself with samples after reading the doc? > > Thanks in advance and best regards... > _______________________________________________ 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/
