Roles by queue

[ptay]

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.

[crythias]

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

[ptay]

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.

[Mothra]

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.

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.

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.

[ptay]

It's why the manual recommends you disable the user to group mapping from the Admin UI.

Yes, I removed all agents from groups before disabling Agents <-> Group mapping. I try to stick with the manual.