Hello Nathan At least for 2.2.5 the roles are working exactly as expected. I don't have to put the agents in groups but i assign them some roles. Perhaps something changed between 2.2.5 and 2.2.6? Regards, Bruno -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Power, Nathan Sent: Tuesday, June 10, 2008 8:12 PM To: otrs@otrs.org Subject: [otrs] OTRS 2.2.6 - Understanding Roles and their implementation inOTRS 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. Nathan Power Technology Support Services _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/