An Me wrote :

I am learning the OTRS tool...still I am not understanding the use of 'roles' in the system. If we take the OTRS system there are 2 kinds of users - one the agents who will be answering the tickets & customer users who will bw making/sending these tickets....Can anybody tell the significance of 'roles' with a real life scenario..???

Hi An, roles are a set of permissions. It's like a group of agents. For example if you have 2 agents for the second level support then you could define a role "second level support", define the permissions accordingly and assign this role to these agents. This is easier than assigning all the single permissions to each agent. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de