Hi Nathan,
Good Afternoon,
Is there anyone successfully utilizing the "Roles" feature of OTRS 2.2.6? The feature isn't behaving as I would expect, and I am wondering if my understanding of the feature is incorrect (based on the documentation in the Admin Manual).
========================= My expectation and understanding: Roles are used to simplify the applying of permissions for Agents. This is extremely useful with numerous queues and Agents in the system.
To use the feature I do the following: 1. Create a new role [Roles] 2. Give the new role permissions to a group [Roles <-> Groups] 3. Connect the new role to a user [Roles <-> Users]
I create a role "Supervisor" I give the "Supervisor" role R/W to the "Helpdesk" group I give the "Supervisor" role to the Agent "IT Manager Bob" (Active)
At this point, I would expect to look at "IT Manager Bob" in the [Users <-> Groups] section of OTRS and see that he now has R/W for the "Helpdesk" group.
=========================
This is not what I see. When I configure the roles, apply the roles to groups and then apply the roles to the user I don't see any permissions listed in the [Users <-> Groups].
When I log in with the IT Manager Bob account, he doesn't have any permissions in the queue. I have to manually go into [Users <-> Groups] to give him R/W permissions for that queue. I thought the point of Roles was to simplify the application of permissions for Agents. What am I missing or not understanding?
If that isn't what Roles are for, what is the purpose of Roles? Having to apply permissions manually for each Agent works, but is much more time-consuming in the long run.
You have done everything correctly. The user will have the permissions as you have set them for the roll. You will, however, not see them reflected in Users <-> Groups. This may seem confusing, but is perfetly in order. You could, even though it is not best practice, add an additional privelage for the user by setting a privelage in the User <-> Groups section. This would prevent creating a new roll for a permssion that was only for one user. I hope this clears things up for you! ((enjoy)) -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann