agents, role, group

[oscar]

hi,

I am new on otrs , anyone can explain to me agent, group, and role? I read a lot time of the otrs documentation but I'm still confusing , isn't agent is department or group is department ? what is the useful of role between group ?


thank for your reply , really need u guys help

[ferrosti]

Customer - The one you want to give aid to from OTRS ... like real customer, some employee in your company, etc.

Agent - A person that works on OTRS, dispatching tickets, replying on customer requests, etc. actively USING OTRS

Queue - Think of it like a folder in a mailclient. Certain agents work on certain queues, like marketing agents on marketing queue and sales on their own ones.

Group - should be 1:1 to queues. Groups represent permissions on queues, like file system permissions on files. Therefor give every single queue an own group.

Role - Roles connect agents to groups (and then of course to queues). So you can have one role for an agent that permits read permission on all queues, but reply or note only on certain ones. And you will have other roles for other agents that can read all queues, but only reply to tickets in 'their' queues.

[oscar]

thank for your information

[oscar]

hi,


Can I ask my company got a lot department each department has around 4-5 person, so between group and role which one is the most suitable for my company? In addition, I got one agent now , i know agent is handle request ticket and reply ticket, but agent=group will be what happen ? and agent=role will be what happen ? customer send their ticket , so what the group and role should do ???

[ferrosti]

Once again: you should bind a group to a queue only, not to an agent.

Example
1. Create a group 'G_GlobalInbox'. (It exists as 'raw' but that does not matter here)
2. Create the queue 'GlobalInbox' and bind it to the group you have created in 1)
3. Create a role 'R_Dispatch_GlobalInbox'
4. Create an agent
5. Apply role to group, giving permissions on 'ro', 'note' and 'move' (since the group is bound to this queue it passes permissions on it).
6. Apply role to agent

This agent will now be able to dispatch mails from the GlobalInbox to other queues he has 'move_into' permissions on. He will not be able to reply directly to it or some other stuff. It all depends on how you would like your agents to work on this system.