Different agents for different Groups

[Vince0511]

Hi all,

My name is Vincent, and I'm trying something new here:
In my OTRS Appliance I've created two groups. (Let's name them GroupBlue and GroupRed).
The customers in these groups are LightRed and DarkRed in GroupRed and LightBlue and DarkBlue in GroupBlue.

I've created three Agents.
AgentRed (GroupRed), AgentBlue (GroupBlue) and AgentPurple (both Groups)

What I'm trying to accomplish:
AgentRed is only allowed to create tickets for customers in GroupRed, AgentRed is not allowed to see any customers from GroupBlue.
AgentBlue is only allowed to create tickets for customers in GroupBlue, AgentBlue is not allowed to see any customers from GroupRed.
AgentPruple is allowed to create tickets for both groups, and is able to see customers from both groups.

There are a RedQueue and BlueQueue configured.
Can someone help me?

Thank you!
Vincent

[Rooobaaat]

Try to work with Roles

Role 1 = Role_RedGroup -> only allowed to read/create/(and so on) for Queue RedGroup
Role 2 = Role_BlueGroup -> only allowed to read/create/(and so on) for Queue BlueGroup
Role 2 = Role_Purple -> allowed to read/create/(and so on) for both Queues

[Vince0511]

Hi Rooobaaat,

I've created the roles.
AgentRed = Role Red = Only rights on RedGroup
and so on...

Unfortunately...
When I'm logged in as AgentRed I still can see the LightBlue and DarkBlue customer when I create a new telephone-ticket.
Any Ideas?


Regards,
Vincent

[Rooobaaat]

AAAAH now i understand what you want!
Sorry for my wrong answer...


This is not possible. All agents can see all customers.

EDIT:

i found on otrs.com a Feature Add-On named 'Restrict Customer Data View'. This Feature Add-Ons are only for paying customers of xxx.

[Vince0511]

That's a shame.
Can I filter customers that are shown when I create a new ticket?

[Rooobaaat]

I found on otrs.com a Feature Add-On named 'Restrict Customer Data View'. This Feature Add-Ons are only for paying customers of xxx.

[Vince0511]

But thats a limitation for customers. I need an limitation that my "Blue Agents" cannot see my Red Customers and visa versa

[Rooobaaat]

Read the description.....

[reneeb]

There's also http://feature-addons.de/otrs/Customer% ... stomerUser (german)

[Vince0511]

Hi Rooobaaat,

THat's exactly what I'm looking for!
You, deserve a medal!

Second question is; Where do I buy it? I only need the Feature AddOn. I don't need an service contract.
Is there a trial I can test?

Regards,
VIncent

[reneeb]

As far as I know, there is no chance to buy only the addon, but you probably should contact sales@otrs.com