5.2. Agents, Groups and Roles

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Revision as of 18:35, 22 April 2011

Agents

By clicking the link Agents, you get access to the agent management screen of OTRS (see Figure 5.2 below). Administrators can add, change or deactivate agent accounts. Administrators can also manage agent preferences, for instance the language and notification settings for their interface.

An OTRS agent account may be deactivated but not deleted. Deactivation is done by setting the Valid flag to invalid or invalid-temporarily.

Figure 5.2. Agent management.

To register an agent, click on the "Add agent" button, type all the needed data and press the Submit button at the bottom of the screen, as shown in Figure 5.3.

Figure 5.3. Adding a new agent.

After the new agent account has been created, you should make the agent a member of one or more groups or roles. Information about groups and roles is available in the Groups and Roles sections of this chapter.

Groups

Every agent's account should belong to at least one group or role. In a brand new installation, there are three pre-defined groups available, as shown in Table 5-1.

In a brand new OTRS installation, the group users is initially empty. The agent 'root@localhost' belongs by default to the admin and stats groups.

You can access the group management page (see Figure 5.4 below) by clicking the Groups link in the admin area.

Figure 5.4. Group management.

As with agents, an OTRS group may be deactivated but not deleted. Deactivation is done by setting the Valid flag to invalid or invalid-temporarily.

To add an agent to a group, or to change the agents who belong to a group, you can use the link Agents <-> Groups from the Admin page (see Figure 5.5 below).

Figure 5.5. Group management.

An overview of all groups and agents in the system is displayed. You can also use the filters to find a specific entity. If you want to change the groups that an agent is member of, just click on the agent's name (see Figure 5.6 below). To change the agents associated with a group, just click on the group you want to edit (see Figure 5.7 below).

Figure 5.6. Change the groups an agent belongs to.

Figure 5.7. Change the agents that belong to a specific group.

Each group has a set of rights associated with it, and each member agent may have some combination of these rights for themselves. A list of the permissions / rights is shown in Table 5-2.

By default, the QueueView only lists tickets in queues that an agent has rw access to, i.e., the tickets the agent needs to work on. If you want to change this behaviour, you can set Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets to Yes.

Roles