Unfortunately I've never used the customer interface to any great degree so I'm not sure of how it hangs together from the customer interface point of view. I imagine its pretty similar but I can't say any more than that.
A useful exercise is to bash out a visio diagram of what you currently have and what you want, in terms of Queue's, Groups, Roles and Users. I found it best to do a Roles to Groups relationship and a Roles to Users relationship seperately. I'm sure you could add a diagram from the customer interface point of view. I found this very helpful when I was redesigning, made it easier for me to keep track of what I had to do and it was good documentation for management and future reference/training. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/18 Isaac Weissenberger <[email protected]>: > 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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