Depends on how many users and roles you have. I prefer to add users to roles solely, but I have to deal with a lot of different user types. Whatever you choose, don't mix the two since you'll find yourself in a big mess quickly. Your other question: you can add types in the admin interface [type]. Using postmaster filters, you can set the X-OTRS-Type for the different customers/usecases. Greets Daniel Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Camilo Vieira Gesendet: Donnerstag, 8. Januar 2009 18:26 An: User questions and discussions about OTRS. Betreff: [otrs] RES: RES: How to use the roles Daniel, I was wondering to know if is better add the users within the groups or roles. 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 De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Em nome de Obee, Daniel Enviada em: terça-feira, 6 de janeiro de 2009 15:14 Para: User questions and discussions about OTRS. Assunto: Re: [otrs] RES: How to use the roles There are many ways to organize such small of a setup. I'd have around 80.000 queues if I did so ;) But for your deeds it might be the perfect way to go. If your staff is small, then an 'all access' philosophy might be best, people can still organize themselves by choosing 'My Queues' according to their working fields. Greets d Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Camilo Vieira Gesendet: Dienstag, 6. Januar 2009 17:24 An: User questions and discussions about OTRS. Betreff: [otrs] RES: How to use the roles Daniel, Thanks for your help! I have a handful of clients and I intend to create one queue and one group for each, create the role "Service Desk" and "Problem Management" and then assign the staff to these roles. After, I want to set the permissions within role to each group. What do you think about it? 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 De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Em nome de Obee, Daniel Enviada em: terça-feira, 6 de janeiro de 2009 12:16 Para: User questions and discussions about OTRS. Assunto: Re: [otrs] How to use the roles 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