Hi All,<br><br>I am learning the OTRS tool...still I am not understanding the use of &#39;roles&#39; in the system.<br>If we take the OTRS system there are 2 kinds of users - one the agents who will be answering the tickets &amp; customer users who will bw making/sending these tickets....Can anybody tell the significance of &#39;roles&#39; with a real life scenario..???<br>
<br>Regards,<br>An<br>