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
---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/

-- 
Guillaume REHM
Centre de Ressources Informatiques
Responsable Sécurité du Système d'Information (RSSI)

Bibliothèque Nationale et Universitaire de Strasbourg
5 rue du Maréchal Joffre
BP 51029
67070 Strasbourg

tél: 03 88 25 28 23
fax: 03 88 25 28 03
mail: guillaume.rehm@bnu.fr
web: http://www.bnu.fr