Find out how to create teams and add permissions within the OTRS ticketing system

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OTRS is a really highly effective open-source ticketing assist desk resolution that any enterprise can be sensible to contemplate. I not too long ago walked you thru the set up of OTRS  and now it’s time to dive in and begin getting the system prepared for work.

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One of many first steps you’ll must take is to populate OTRS with teams and assign the required permissions. The rationale you’ll need to make use of teams is that, as your small business grows, you’ll wind up with increasingly brokers who work with the ticketing system. As that quantity grows, you’ll need a neater technique to handle permissions.

Within the OTRS system, each agent is assigned permissions that are:

  • RO—read-only.
  • MOVE_INTO—transfer tickets in a gaggle/queue.
  • CREATE—create tickets.
  • NOTE—add notes to tickets.
  • OWNER—set the proprietor of a ticket.
  • PRIORITY—change a ticket precedence.
  • RW—full learn/write entry to tickets.

You might need brokers (customers) who solely want to have the ability to view tickets, customers who want to have the ability to view and transfer tickets, or customers who want to have the ability to create, transfer and alter the precedence of tickets. And, after all, you may want customers with full entry to all options. As an alternative of setting these permissions on a per-user foundation, you’ll be able to create teams after which choose which permissions might be assigned to every person.

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We’re going to discover ways to create a brand new group after which give customers the required permissions inside that group. It’s really not that difficult (when you perceive the entire permissions setup).

What you’ll want

To handle this setup, you’ll want a working occasion of OTRS and an admin person account. That’s it, let’s make some noise.

Find out how to create a gaggle and assign person permissions

Let’s create a gaggle known as Tier1 that requires the next permissions:

This group won’t be allowed to maneuver tickets from one queue to a different, nor can they set the proprietor of a ticket.

To create this new group, log in to OTRS and click on the Admin tab. Scroll down and click on Teams (Determine A).

Determine A

The Groups entry in the Admin tab in OTRS.
The Teams entry within the Admin tab in OTRS.

Within the ensuing web page (Determine B), click on Add Group (close to the higher left nook).

Determine B

The Group Management page for OTRS.
The Group Administration web page for OTRS.

Give the brand new group a reputation, an optionally available remark, and click on Save (Determine C).

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Determine C

Creating a group named Tier1 in OTRS.
Creating a gaggle named Tier1 in OTRS.

Click on Save to save lots of the brand new group. You’ll then see the permissions web page for the brand new group (Determine D).

Determine D

The permissions page for a newly created group.
The permissions web page for a newly created group.

It’s crucial to set the permissions right here. If you don’t, you’ll should undergo just a few extra steps to switch the permissions, and you’ll’t delete a gaggle as soon as it’s created. Bear in mind, we wish CREATE, NOTE and PRIORITY permissions for this group. Within the permissions window, you’ll see all customers listed (you’ll have greater than my instance). Let’s say you need to add person Olivia to this group with the required permissions. For that, click on the checkboxes for CREATE, NOTE and PRIORITY. You’ll need to set the permissions for the group for each agent (person) that should belong to the group.

When you’ve taken care of that, click on Save, and the permissions are set for the group.

To raised handle the Agent/Group relationships, return to Admin after which click on Brokers <-> Teams. In that window (Determine E), you’ll be able to click on on any of the teams after which assign the required permissions in the identical method you probably did while you first created the group.

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Determine E

The Agents <-> Groups section makes it easy to manage group/agent permissions.
The Brokers <-> Teams part makes it straightforward to handle group/agent permissions.

After taking good care of the person/teams/permissions, these customers you’ve added to the group ought to now benefit from the particular permissions you’ve assigned them.

OTRS is a bit complicated to stand up to hurry on, however when you perceive the way it works, it may be an actual asset to your bother ticket workflow. The way you’ve managed an Brokers teams and permissions will outline what they see once they log into the system and what they’ll do with the tickets which have been assigned to them.

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