Date: Sun, 10 Dec 2006 15:02:00 +0200
From: ??????? ????????
We have a lot of software products we have to organize support for. Users of each product should not know about existence of other projects. But we want a centralized admin interface to control and answer tickets on ALL the projects. Is it possible with OTRS?
My understanding from reading the docs is that you can use a combination of groups and roles to accomplish this. Each user of product A can be assigned to the productA group, while users of productB can be assigned to productB. And you can have similarly-named queues for your tickets, so that they're kept separate. Then you can set up a role called productA which specifies that any user in the productA group can only view tickets in the productA queue. Meanwhile, users in the admin group can view all tickets. And so on. cheers Stewart __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com