Hi, I have kept on struggling through the configuration of OTRS queues... and have the following question Do roles allow to control only permissions for agents? Best regards, M.A. On 8/21/07, Dummy cerberus wrote:

Hello,

I'm setting up my first OTRS system (2.2.1) and trying to adapt it to my helpdesk... I want my customers to have access to some of the queues of the system, depending on the department where they are located... I also want to allow access to my agents to some of those queues, depending on whether the support that queues or not (for instance, development of new apps and customer support)...

I have read the doc and I think it's not very clear about how achieving that... I have created a new role to allow customer to add new ticket to a subset of queues: .- New group G .- New queue belonging to that queue Q .- New role R .- Roles<->Groups and mark 'create' for role R and group G .- Roles<->Cusomers and mark 'active' for role R and user U

Now I open http://.../customer.pl and logon as user U, but cannot create a new ticket in queue Q. I have tried marking 'owner' and 'rw' at Roles<->Groups, but I doesn't work...

I suppose that I don't understand well the differences and purposes for agents, customer, groups and roles: .- Groups/Roles available are the same for agents and customers? .- Can I synchronize them to ActiveDirectory groups? .- How should I perform the behaviour described above? .- Is there any sample/doc besides the official manual available so I can clarify myself with samples after reading the doc?

Thanks in advance and best regards...