Parag Bhalerao wrote :
I was wondering if there is a way to define user levels. For example,
Hi Parag,
this is possible and common, please see chapter 5.2 of the manual for
your version (http://doc.otrs.org/).
You have to define groups and then assign roles or users to that groups.
Using roles is better but a bit more complicated :
group <-> user
group <-> role, role <-> user
Agent > Queue Manager
Should see all the tickets assigned only to his/her queue
including tickets assigned to other agents within that queue, but should
not see tickets from other queues
You can assgin groups to queues.
Agent > Normal
Should not have option to change configurations (should not see
Admin tab)
You can assign groups to screens like the whole admin screen or
subscreens. This is done via SysConfig, please look for example at
Frontend::Admin::ModuleRegistration.
But there should already exist a admin group, please check if it is only
assigned to the roles (or users) that shall have access to the admin area.
Customer > Company Admin
Should see all the tickets from his company created by all the
customers\
Regular customer users should see only their own tickets
Sorry, this exceeds my knowledge.
I think the feature you're looking for are the so called company
tickets. Basically you assign customers to companies to allow them to
see tickets of others customers within the same company. To restrict
this to only one customer of a company I have read that you assign every
customer to a pseudo company so that you can then assign all these
pseudo companies to the "company admin" (id1;id2;id3 ...).
But as said, I haven't yet tried this and I don't know if it's the only
known way.
Regards
Alexander
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