Managing Access Levels

[salientanimal]

Hi Guys,

What is your recommendations for managing access levels on OTRS?

I am creating Groups & Roles, but I'm not sure on which one of these to define the Admin / General User functions as both of these seem to link together.

So basically my question is:
Do I create Admin User 1, General User 1 as two groups and link them to a role, or as two roles and link them to a group?

Just as an indicator, I currently have multiple roles belonging to each of my groups

Total 17 Groups, 24 Roles.

Thanks.

[jojo]

Group is a permission container, like for a queue (one group per queue suggested), Role is the Job descriptions.

You assign permission to groups to a role. And assign roles to the agents.

[salientanimal]

Thanks, that helps.