Allow specific group to edit customers?

[KimmoJ]

I have an OTRS setup that's going to be serving multiple sub-groups inside our organization, and those groups will all be working on distinct tickets.

They may move tickets from department to department but they're not supposed to see tickets in other groups.

I've operated on the assumption that adding users to the specific departmental queues would be fine, and indeed it does work and gives them a very basic view, they get the dashboard and the tickets buttons as well as search. That's usually sufficient, I don't need them in the stats and certainly not admin.

However, I want them to have access to the Customers button so they can receive phone tickets and do so by adding the customer first and then creating a ticket. But I'm unable to figure out how to give specific agent groups just that button and the customer editing/adding rights.

If I give them full rights to the "users" group, they suddenly start seeing a bunch of tickets in another group and those tickets are all, for that matter, escalated and overdue. Now, I know those tickets are not in any way, shape or form connected to the users group, so why do people suddenly start seeing them?

What's going on here? How do I go about giving a specific queue of users access to just the Customer editing plus the dashboard+tickets+search that they already have?

Thanks.

[KimmoJ]

I should mention that virtually no agent is part of the users group, except for the two agents who man the IT support queue and the system (me and a colleague, in other words.) We two obviously see everything including admin and stats (where we are also the two only members, in the admin and stats groups.)

What confuses me is that users in one group suddenly start seeing my old overdue cases (there are regrettably a bunch) when I add them to the users queue.

What's the users queue for, really? How are you supposed to use it? The docs just say "add all agents there and they can do everything" but I don't want them to do everything, and certainly not see cases in other departments.

[KimmoJ]

And I believe this is where I stop talking to myself, but just on the off chance anyone wonders what this was all about:

Editing customers is done at Framework -> Frontend::Admin::ModuleRegistration

I added the user groups I had created for various departments in Frontend::Module###AdminCustomerUser and the Customers editing button appeared for the agents in those groups.

I still have no clue why escalated cases in a completely separate group (IT-Support) would somehow be visible to users just because I add them to the "users" group.

I wonder if the database is ill or something, because that still makes no sense to me.

[crythias]

It is important to understand and present the difference between the queue a ticket belongs to and the group a queue (and users) belongs to.

[KimmoJ]

Doh! The IT Support queue was the first one created and it was created in the users group. We apparently forgot to ever switch it to the IT Support group.

Well, that would explain that. No need for me to go into the admin settings and monkey about. Ah well, done now anyway.