Hi Andrew,
Dear collegues,
we have the OTRS setup here which is somewhat complex. At central tech support division, each engineer (agent) has complete permissions to admin the system. Subsidiaries have their own queues; aget at subsidiary has RW permission for his division's queue, and can move ticket to central office queue.
So subsidiaries do not see tickets of other subsidiaries, and cannot interact directly - ticket can reach another subsidiary's queue only if central office will pass it there.
The problem is: central office staff can work with customer database (they have all complete permission, so Ok).
How can I also give agents from subsidiaries their permissions to work with customer database? Fill in person's data, edit etc. and set up customer for their tickets?
Is it not possible for your agents to add and change customer information? There is no possibility to limit the agents to a specific circle of customers which they can edit. -- 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