23 Apr
2010
23 Apr
'10
10:17 a.m.
Hi All, I am learning the OTRS tool...still I am not understanding the use of 'roles' in the system. If we take the OTRS system there are 2 kinds of users - one the agents who will be answering the tickets & customer users who will bw making/sending these tickets....Can anybody tell the significance of 'roles' with a real life scenario..??? Regards, An