Re: [otrs] Troubles setting up OTRS agent group and queues to work the way I want it to...

Unfortunately I've never used the customer interface to any great degree so I'm not sure of how it hangs together from the customer interface point of view. I imagine its pretty similar but I can't say any more than that. A useful exercise is to bash out a visio diagram of what you currently have and what you want, in terms of Queue's, Groups, Roles and Users. I found it best to do a Roles to Groups relationship and a Roles to Users relationship seperately. I'm sure you could add a diagram from the customer interface point of view. I found this very helpful when I was redesigning, made it easier for me to keep track of what I had to do and it was good documentation for management and future reference/training. Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/18 Isaac Weissenberger :

Thank you for your help Rory, I haven't had a chance as of yet to try this setup but it looks good. The only thing I am confused about is where the customer users group fits into this scenario? That was a problem I was having, if I assigned a queue to a different group other that the "ACE Employees" default user group, no one could see the queues in the customer interface. What do I do about that?

Thank you!

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rory Sent: Friday, September 18, 2009 12:32 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Troubles setting up OTRS agent group and queues to work the way I want it to...

Hi Isaac,

I've worked with a similar setup before and this is what I did (Ascii art version :);

For Queues I used the following model, (Permissions in brackets)

Role 1 |__Group 1 (rw) |...|__Queue 1 |...|__Queue 2 |__Group 2 (rw) ....|_Queue 3

Role 2 |__Group 1 (r) |...|__Queue 1 |...|__Queue 2 |__Group 3 (rw) ....|__Queue 4 ....|__Queue 5

For Users I used the following model

Role 1 |__User 1 |__User 2 |__User 3

Role 2 |__User 2 |__User 4 |__User 5 |__User 6

So to explain that lovely diagram;

The Roles I mention in both the Queue and the User model are the same entity i.e. User 1 and Group 1 are assigned to the same Role. Any User in Role 1 has access to any Group in Role 1 and hence any Queue in Role 1 (depending on the rights you give Role 1 over the Group)

You cannot apply a Role to a Queue so you must apply it to a Group. You must apply a Group to a Queue. In this way you apply a Role to a Queue. You can apply more than one Role to a Group which means you can have one Role with Full access and another Role with read only access. Using my example above,

Users 1 and 3 have Read/Write access to Queues 1, 2 and 3. Users 4, 5 and 6 have Read access to Queues 1 and 2 but have also Read/Write access to Queues 4 and 5. User 2 has Read/Write access to all Queues.

When you apply a Role to a User there is only 1 box to tick. When you remove the User from the Role, only one box to un-tick.

I found this model the easiest to administrate for and it also allowed me to create a Role under special circumstances when needed that gave access to only the Queues I wanted it to. You should group your Queues by department as this is usually the clearest breakdown i.e. If a person can see one IS Queue its usually ok for them to see all IS Queues.

Administrating Roles can get a bit messy if you don't name them clearly. It can be difficult to tell whats a Group and what's a Role. To get over this I prefix all Roles with r_ Some example of roles would be;

r_finance r_IT r_IS r_managers r_reports

I also do the same with groups;

g_finance g_IT

This way everything stays clear and organised making it less like you'll make a mistake that could take hours to correct. I hope that's the kind of thing you're looking for.

Rory Support my 365 Challenge in aid of the Irish Cancer Society

www.365challenge.ie

2009/9/18 Isaac Weissenberger :

...

Hey everyone,

I setup OTRS in our environment about a year and a half ago and have been administrating it since. It worked real good for what we have been using it for. Which we only had 1 group of agents and then a group the all the Employees to be automatically added to. However now there is another department that wants to be added to OTRS as agents with their own separate queues. This is how I want it to be setup, can you please help me with this? As follows:

"ACE Employees" is the group for all customers.

I have 2 separate roles and queues for the 2 different departments "IS" and "IT".

We have 3 "IT" queues and 7 "IS" queues that want customers to be able to see all 10 queues.

I want only IT agent users to see the tickets in the IT queues, and only the IS agent users to be able to see the tickets in IS queues.

I want agents to be able to move tickets to the other groups queues if they feel the ticket was submitted to the wrong place.

I think that pretty much covers it. If someone could give me some insight on this I would be so appreciative!

Thanks!!

Isaac Weissenberger

Network Operations Specialist

Ace Communications Group

507.896.6236 phone

507.429.9367 cellular

iweissenberger@acecomgroup.com

www.acegroup.cc

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