Thank you for your help Rory, I haven't had a chance as of yet to try this setup but it looks good. The only thing I am confused about is where the customer users group fits into this scenario? That was a problem I was having, if I assigned a queue to a different group other that the "ACE Employees" default user group, no one could see the queues in the customer interface. What do I do about that?
Thank you! -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Rory Sent: Friday, September 18, 2009 12:32 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Troubles setting up OTRS agent group and queues to work the way I want it to... Hi Isaac, I've worked with a similar setup before and this is what I did (Ascii art version :); For Queues I used the following model, (Permissions in brackets) Role 1 |__Group 1 (rw) |...|__Queue 1 |...|__Queue 2 |__Group 2 (rw) ....|_Queue 3 Role 2 |__Group 1 (r) |...|__Queue 1 |...|__Queue 2 |__Group 3 (rw) ....|__Queue 4 ....|__Queue 5 For Users I used the following model Role 1 |__User 1 |__User 2 |__User 3 Role 2 |__User 2 |__User 4 |__User 5 |__User 6 So to explain that lovely diagram; The Roles I mention in both the Queue and the User model are the same entity i.e. User 1 and Group 1 are assigned to the same Role. Any User in Role 1 has access to any Group in Role 1 and hence any Queue in Role 1 (depending on the rights you give Role 1 over the Group) You cannot apply a Role to a Queue so you must apply it to a Group. You must apply a Group to a Queue. In this way you apply a Role to a Queue. You can apply more than one Role to a Group which means you can have one Role with Full access and another Role with read only access. Using my example above, Users 1 and 3 have Read/Write access to Queues 1, 2 and 3. Users 4, 5 and 6 have Read access to Queues 1 and 2 but have also Read/Write access to Queues 4 and 5. User 2 has Read/Write access to all Queues. When you apply a Role to a User there is only 1 box to tick. When you remove the User from the Role, only one box to un-tick. I found this model the easiest to administrate for and it also allowed me to create a Role under special circumstances when needed that gave access to only the Queues I wanted it to. You should group your Queues by department as this is usually the clearest breakdown i.e. If a person can see one IS Queue its usually ok for them to see all IS Queues. Administrating Roles can get a bit messy if you don't name them clearly. It can be difficult to tell whats a Group and what's a Role. To get over this I prefix all Roles with r_ Some example of roles would be; r_finance r_IT r_IS r_managers r_reports I also do the same with groups; g_finance g_IT This way everything stays clear and organised making it less like you'll make a mistake that could take hours to correct. I hope that's the kind of thing you're looking for. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/18 Isaac Weissenberger <[email protected]>: > Hey everyone, > > > > I setup OTRS in our environment about a year and a half ago and have been > administrating it since. It worked real good for what we have been using it > for. Which we only had 1 group of agents and then a group the all the > Employees to be automatically added to. However now there is another > department that wants to be added to OTRS as agents with their own separate > queues. This is how I want it to be setup, can you please help me with this? > As follows: > > > > "ACE Employees" is the group for all customers. > > > > I have 2 separate roles and queues for the 2 different departments "IS" and > "IT". > > > > We have 3 "IT" queues and 7 "IS" queues that want customers to be able to > see all 10 queues. > > > > I want only IT agent users to see the tickets in the IT queues, and only the > IS agent users to be able to see the tickets in IS queues. > > > > I want agents to be able to move tickets to the other groups queues if they > feel the ticket was submitted to the wrong place. > > > > I think that pretty much covers it. If someone could give me some insight on > this I would be so appreciative! > > > > Thanks!! > > > > Isaac Weissenberger > > Network Operations Specialist > > Ace Communications Group > > 507.896.6236 phone > > 507.429.9367 cellular > > [email protected] > > www.acegroup.cc > > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- 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 NEW! 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