Anyone know where I assign a queue to a particular role? From the OTRS Admin Book it appears I can use roles to assign agents to particular queues with specific permissions. What I'd like to know is would roles let me do this:
Admin role would work:
Trouble queue
Information queue
Administration queue
Test Setup queue
Security role would work:
Incident queue
Agents in Security role cannot view or access Trouble/Administration/Information/Test Setup queues & agents in Admin role cannot see Incident queue.
Roles by queue
Moderator: crythias
Roles by queue
Test:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7
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Prod:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7
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Re: Roles by queue
You probably want to assign Queues to groups and then Agents to groups.
See this post http://forums.otrs.org/viewtopic.php?f=53&t=6357
See this post http://forums.otrs.org/viewtopic.php?f=53&t=6357
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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Re: Roles by queue
I figured out what I needed to do. Now I'm still relatively new to OTRS but from what I can tell roles are superior to groups.
Test:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7
Prod:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7
Prod:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7
Re: Roles by queue
They're not exactly superior, they're just another layer you can put between groups and users to simplify administration. You will always need groups, as only groups can be mapped to queues.ptay wrote:I figured out what I needed to do. Now I'm still relatively new to OTRS but from what I can tell roles are superior to groups.
A role is really just a "proxy" user - if you find youself adding many users with the exact same permissions to a particular group, you can put a role in there instead, and assign the users to that, instead of the group. That last bit is very important, as if you do both, you get into a real admin nightmare. It's why the manual recommends you disable the user to group mapping from the Admin UI.
OTRS 3.2.11 on Centos 6.4 with MySQL 5.0. Agents and internal customers authenticate via Active Directory.
Re: Roles by queue
Yes, I removed all agents from groups before disabling Agents <-> Group mapping. I try to stick with the manual.Mothra wrote:It's why the manual recommends you disable the user to group mapping from the Admin UI.
Test:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7
Prod:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7
Prod:: OTRS 5.0.10 w/MariaDB 5.5.47 backend on RHEL7