How to configure user groups.
Division 'A'
Manger - tickets division 'A'
Employee 1 - tickets division 'A', not the manager
Employee 2 - tickets division 'A', not the manager
Division 'B'
Director - tickets division 'B'
Employee 1 - tickets division 'B', not the manager
Employee 2 - tickets division 'B', not the manager
I tried the "CustomerGroupSupport".
Please help, hint.
Re:I have this problem: Configure user groups.
Moderator: crythias
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biniu
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Re:I have this problem: Configure user groups.
Last edited by biniu on 08 Apr 2014, 10:15, edited 1 time in total.
OTRS 3.3.x on Windows with MySQL database.
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crythias
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Re: How to configure user groups.
If someone printed this out and handed it to you, what's the first question you'd ask?
I bet it'd be something like: "What are you trying to accomplish?" and the asking person would be saying, "What? Can't you tell? It's right here..." and then you'd reply, "ok, but I don't know what to do with this..." and at least one side would be quite frustrated.
To literally answer your question without knowing anything about why you want to do this or what do you want to accomplish, the answer is:
Groups are defined in the Admin tab.
If you want Employees (as Customers) to not see "Company Tickets" but you want Managers (as customers) to see "Company tickets" (all of division A's tickets)... make sure both Employee Customers and Manager Customers have the same CustomerID but only managers as customers member of the group assigned to view Company Tickets (Group assigned in SysConfig) ... see my "Need Help?" link in my signature.
I bet it'd be something like: "What are you trying to accomplish?" and the asking person would be saying, "What? Can't you tell? It's right here..." and then you'd reply, "ok, but I don't know what to do with this..." and at least one side would be quite frustrated.
To literally answer your question without knowing anything about why you want to do this or what do you want to accomplish, the answer is:
Groups are defined in the Admin tab.
If you want Employees (as Customers) to not see "Company Tickets" but you want Managers (as customers) to see "Company tickets" (all of division A's tickets)... make sure both Employee Customers and Manager Customers have the same CustomerID but only managers as customers member of the group assigned to view Company Tickets (Group assigned in SysConfig) ... see my "Need Help?" link in my signature.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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biniu
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Re:I have this problem: Configure user groups.
Thank you for your feedback . I answer what I want to achieve .
In a large company than a dozen departments. In any departmets a manager and a few employees .
And that's why I need this configuration .
I know that the "Groups" tab in admin and you should run the sysconfig " CustomerGroupSupport " complement " CustomerGroupAlwaysGroups " everything is configured.
But whether to set up " groups " can assign users and assign permissions to access the messages as I wrote in the previous post .
Do OTRS has an extensive system of permissions for users?
I understand that I can solve this using the functionality of the " Company Ticket " .
I know that OTRS has a flexible configuration for Agents , Queues , Tickets and it is great.
I would even ask about " DynamicFields " . Field1 ( Multiselect ) when creating Ticket is possible to set. Agent responds to customer order indicated in the appropriate value , but the customer does not see the answer Field1 .
In a large company than a dozen departments. In any departmets a manager and a few employees .
And that's why I need this configuration .
I know that the "Groups" tab in admin and you should run the sysconfig " CustomerGroupSupport " complement " CustomerGroupAlwaysGroups " everything is configured.
But whether to set up " groups " can assign users and assign permissions to access the messages as I wrote in the previous post .
Do OTRS has an extensive system of permissions for users?
I understand that I can solve this using the functionality of the " Company Ticket " .
I know that OTRS has a flexible configuration for Agents , Queues , Tickets and it is great.
I would even ask about " DynamicFields " . Field1 ( Multiselect ) when creating Ticket is possible to set. Agent responds to customer order indicated in the appropriate value , but the customer does not see the answer Field1 .
OTRS 3.3.x on Windows with MySQL database.