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.
Agent or customer user?
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Agent or customer user?
OTRS 4.0.4
CentOS 6 with Active Directory authentication
CentOS 6 with Active Directory authentication
Re: Agent or customer user?
Non helpdesk members shoud be customer users (only helpdesk members are agents)adamjwchen wrote:Should I consider internal none IT users who will raise tickets as customer users?
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.
Re: Agent or customer user?
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