If you are dealing with roles, the setup should be: User -- is member of --> Role -- has certain rights to different --> groups --which contain--> queues and/or generic groups to steer access rights such as admin permissions (I'd prefer a 1:1 relation between groups and queues not to get totally nuts.) So, a setup could be: Queue Q_1 is associated with Group G_1 Queue Q_2 is associated with Group G_2 Queue Q_3 is associated with Group G_3 permission to FAQ admin is associated with group faq_admin Role R_1 has r/w rights to G_1 and G_2 Role R_2 has r/w rights to G_3 and faq_admin All staff is member of R_1 Admin is member of R_1 and R_2 Hope that helps! Greetz, Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Camilo Vieira Gesendet: Dienstag, 6. Januar 2009 14:44 An: otrs@otrs.org Betreff: [otrs] How to use the roles Dears, I have been trying to understand how can I use the roles in OTRS. I'm not being able to understand the example from admin guide. Somebody can help me with some real situation? Thanks! Camilo Vieira * Coordenador de Infra-estrutura de redes Navitahttp://www.navita.com.br/ * Portaishttp://www.navitaportal.com/ e BlackBerryhttp://www.blackberrycorporativo.com.br/ * 55 11 3055-2001