Agent or customer user?

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adamjwchen
Znuny newbie
Posts: 15
Joined: 27 Aug 2010, 05:06
Znuny Version: 4.0.4

Agent or customer user?

Post by adamjwchen »

I would like to use OTRS as internal IT helpdesk within the company.
I got confused about the agent and customer user. Should I consider internal none IT users who will raise tickets as customer users? Or they are also agents?

IT support technicans should be agent, right?

Please help me to clarify the roles.

Thanks.
OTRS 4.0.4
CentOS 6 with Active Directory authentication
fbobraga
Znuny newbie
Posts: 77
Joined: 15 Jul 2010, 20:04
Znuny Version: 2.4.7
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Re: Agent or customer user?

Post by fbobraga »

adamjwchen wrote:Should I consider internal none IT users who will raise tickets as customer users?
Non helpdesk members shoud be customer users (only helpdesk members are agents)

For more info, look at: http://doc.otrs.org/2.4/en/html/x1045.html and http://doc.otrs.org/2.4/en/html/x1157.html (and http://doc.otrs.org/2.4/en/html/c1782.html for using external backends)
Evaluation/pilot: OTRS 2.4.7 on Linux (CentOS 5.4) with MySQL database connected to an Active Directory for Agents and Customers.
asima
Znuny newbie
Posts: 15
Joined: 02 Aug 2010, 14:11
Znuny Version: 3.0.11

Re: Agent or customer user?

Post by asima »

Those that need to action the reported issues/queries will need to be the agent. /
OTRS 3.0.4 on Linux with MySQL database connected to an Active Directory for Agents
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