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
Navita • Portais e BlackBerry • 55 11 3055-2001