allow agents to choose customers

[eneless]

Hi

Our OTRS environment is installed to help track incidents for our technical infrastructure. As as result, I have set up all of my colleagues as agents with correct group privelidges.
However, as we are not dealing with end users I have created a single customer for which all tickets are logged. This might change in the future but is fine for now.

When agents create a new email ticket they do not have the customer button available to them where as, as I am a member of the admin group I do. I do not want to give the agents access to modify the admin area of the system but I do want them to be able to select a customer so that they can apply SLA's. I have tried adding an agent with 'ro' to the admin group but this didn't work.

Is what I wish to achieve possible or have I misunderstood how the agent > group configuration works?

Thanks in advance...

[root]

Hi,

First of all check if your agents belongs to the default group 'users'.

hth, Roy

[eneless]

Hi

Sorry I have taken so long in replying.
Roy - the agents all have RW across the users group.

Also, I want to clarify, I am not referring to the "Customer" admin button on the top menu (although it would be good to know if access to that is at an admin level only), I am referring to the "customer" link next to the "link ticket" link on the new email/new phone ticket form.