Hi, You can do that without roles if you have a little number of customers. In GUI, you must edit each group to set permissions to each agent. But if you have a lot of agent, you can sync role <-> agents by Config.pm file (if agents are stored in ldap). See here for more help about syncing role - agents http://lists.otrs.org/pipermail/otrs/2009-November/029206.html Hope this help Le 29/04/2010 03:24, An Me a écrit :
Hi All,
say the company is manufacturing two products.X & Y..so we will make two queues supportQ_X & supportQ_Y (may be we can make sub queues for each module also)
Now to make the support team
first we should make roles..say role_X with rw access to supportQ_X and role_Y with rw access to supportQ_Y..Then we need to make two groups grp_X with some agents as members (A,B,C) and grp_Y with some other agents (D,E,F) as members...
But the above can be done without any roles...simply groups..??
Regards, An
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