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 -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123