Via the link "User" the user management of OTRS can be reached. It is
possible to add, change or deactivate user accounts. Also some basic
setting for a user account can be adjusted, e.g. the language for the web
interface or the theme.
 |
To keep the consistency of the data for OTRS it is not possible to delete a
user. To deactivate a user account set it to
"invalid" or "invalid-temporarily".
|
After a new user has been created the user must be added to one or more
groups or roles. You will be redirected automatically to the screen for the
group and user management when a new accounted has been created.
Every user account should at least belong to one group. The group
management can bereached via the "Groups" link.
|
To keep the consistency of the data for OTRS it is not possible to delete a
group. To deactivate a group set it to
"invalid" or "invalid-temporarily".
|
After a default installation already four groups are available in the
system.
Table 5-1. Default groups after OTRS has been installed
|
Group
|
Description
|
|---|
|
admin
|
Group for the users who should have admin rights in the system.
After the system has been installed only the user "root@localhost" is
in this group.
|
|
faq
|
Users in this group may create and change articles in the FAQ
system. After the system has been installed no user is in this
group.
|
|
stats
|
Users in this group may access the stats module of OTRS and
generate statistics. After the system has been installed only
"root@localhost" belongs to this group.
|
|
users
|
This is the group where your agents should belong to and have
read and write access. If users are in this group and have write
rights they can use all functions of the ticket system. After the
system has been installed this group is empty.
|
To add a user to a group or to change the group settings of a user the link
"Users <-> Groups" can be used.
A overview of all groups and users in the system is displayed in the lower
part of the screen. If you want to change the group settings of a user just
click on the username. To change the users in a group just click on the
group that you want to change.
To setup the rights for a user very graduately there are some rights that
can be set for a user account. After a default installation the follwoing
rights are available.
Table 5-2. Rights in the user groups of OTRS
|
Right
|
Description
|
|---|
|
ro
|
Read only access to the tickets and entries or queues of this group.
|
|
move into
|
Right to move tickets or entries between queues or areas that
belong to this group.
|
|
create
|
Right to create tickets or entries in the queues or areas of this
group.
|
|
owner
|
Right to update the owner of tickets or entries in queues or
areas that belong to this group.
|
|
priority
|
Right to change the priority of a ticket or entrie in queues or
areas that belong to this groups.
|
|
rw
|
Full read and write access on all tickets or entries in the
queues or areas that belong to this group.
|
Roles are a very powerful and helpful feature to manage and change the
access rights of many users very simply and quickly. On big and complex
systems with many users, groups and queues this feature is very useful and
helps to save time.
To explaine the advantages of the role feature imagine that you have a
system with 100 users. 90 users have access to a queue called "support"
that contains some sub queues. All support requests are handled through
this queue. All other queues of the system are not accessible for the 90
users. The other 10 users may access all queues of the system, they are not
restricted only to the support queue. they dispatch tickets, watch the raw
queue and move spam messages into the "junk" queue. Some day the company
opens a new department that sells products. Offerings, confirmations of
offerings, bills, e.g. must be created and some of the agents in your
system shall do this via OTRS. The different users have to get access to
the new queues that must be created. Because it would take a long time to
change the access rights for the different users manualy, roles can be
created that define the different access levels. Then the users can be
added to one or more roles and the user rights get for this user accounts
get changed. If a new user account is created it is also possible to add
this account to one or more roles.
|
To keep the consistency of the data for OTRS it is not possible to delete a
role. To deactivate a role set it to "invalid" or
"invalid-temporarily".
|
To define the different access rights for a role the links
"Roles <-> Users" or "Roles <-> Groups" can be used.
