Hi, see answers below (embedded) regards Olivier Le 14/01/2010 12:55, Saurabh Pande a écrit :
hi,
i am a new to otrs. i have just had 2.4.6 deployed on a very high spec. linux box and while setting up email accounts through imap, thru the admin panel, i encountered a few issues that i am hoping someone would be able to answer:
1. what is a sub-queue and in what circumstance would one need it? does a new queue have to be a sub-queue of "raw"? Olivier: a sub queue is just a way to classify your queues , you could get a main one for a product for example, and sub queues for marketing or technical or components etc.. They do not need to be sub queues of raw (I would even suggest to keep Raw alone and then to dispatch tickets to other queues.
2. i am unable to ascertain the difference between roles and groups. can someone throw some more light on the same?
Olivier: groups are relative to access rights to tickets/faq/admin etc... Users will have specific rights for each group allowing to only view tickets for example, or to create some.
3. can multiple groups be assigned to a queue? i could only locate a drop-down to select a single queue.
Olivier: basic groups are automatically created with components (Core, ITSM etc..). Queues will be part of a single group (for access rights)
4. even though i have configured several users, i can not see them from the "users" link. i have to visit "users <-> groups" link to list and configure users.
Olivier: in User Management you can search for users with a "*" , for exemple "myus*" will match for myuser . "*" alone will match all users
5. deactivating a signature disallows email ticket sending. is there a way to disable signature inclusion; from maybe sysconfig?
Olivier: easiest is to create an empty signature and use this signature in your queue.
regards,
saurabh pande.
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