[SOLVED] - Superuser

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marcinb
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Posts: 12
Joined: 28 Apr 2014, 11:44
OTRS Version?: 3.1.11
Real Name: Marcin Budner
Company: Sonoco

[SOLVED] - Superuser

Postby marcinb » 28 Apr 2014, 12:02

Hello
I'm wondering if it is possible to set superuser (agent with special rights) to be able to see tickets (with history) created by other agents, but not all agents - group of agents.
I tried to add new group, add some agents to the group and allow RO to the superuser, but this doesn't work.
I don't want to give Admin rights to superuser to see all information.

Can someone help me please?
Last edited by marcinb on 16 May 2014, 01:24, edited 1 time in total.
LIVE: OTRS version 3.1.11 / MySQL version 5.1/ CentOS 6.4
TEST: OTRS version 3.0.16 / MySQL version 5.1/ CentOS 6.5

marcinb
OTRS newbie
Posts: 12
Joined: 28 Apr 2014, 11:44
OTRS Version?: 3.1.11
Real Name: Marcin Budner
Company: Sonoco

Re: Superuser

Postby marcinb » 28 Apr 2014, 12:22

I mentioned about agents but I mean customers...sorry.
I want one customer to see tickets crteated by group of customers
LIVE: OTRS version 3.1.11 / MySQL version 5.1/ CentOS 6.4
TEST: OTRS version 3.0.16 / MySQL version 5.1/ CentOS 6.5

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crythias
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Re: Superuser

Postby crythias » 28 Apr 2014, 13:14

OTRS 4.0.x (private/testing/public) on Linux with MySQL database. Also on github.
Please edit your signature to include your OTRS version, Operating System, and database type.
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marcinb
OTRS newbie
Posts: 12
Joined: 28 Apr 2014, 11:44
OTRS Version?: 3.1.11
Real Name: Marcin Budner
Company: Sonoco

Re: Superuser

Postby marcinb » 09 May 2014, 23:06

Hi
Many thanks for the guidelines but....I'm not sure how to do it anyway...
I want to allow one user (manager) to see tickets of other persons (subordinates)..but those persons should not be able to see tickets of others.
I created new Customer Company...called e.g. EXP...so now I should add EXP as CUSTOMERID in admin:customer management for all needed users....but that means all will see others with EXP in CUSTOMERID column, right? Correct me if i'm wrong
as I mentioned above..I want one, specific user to see tickets of others witout possibility that others will see all tickets.
Sorry, but I'm quite new in OTRS management so please provide guidelines for begginer ;)
LIVE: OTRS version 3.1.11 / MySQL version 5.1/ CentOS 6.4
TEST: OTRS version 3.0.16 / MySQL version 5.1/ CentOS 6.5

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crythias
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Re: Superuser

Postby crythias » 09 May 2014, 23:43

1) manager and subordinates have same customer ID
2) Customer Group Support enabled
3) Manager is in a group that has access to Company Tickets
4) group that has access to Company Tickets is assigned permission to Company Tickets from within Sysconfig:
Edit Config Settings in Ticket -> Frontend::Customer::ModuleRegistration
CustomerFrontend::Module###CustomerTicketOverView

Above Company Tickets, find the word "Group"
click +
type the name of the group
save
done.

Also, changes to customer_id do not retroactively affect tickets. You will need to adjust the customer_id via Generic Agent (Find login, set customerid)
OTRS 4.0.x (private/testing/public) on Linux with MySQL database. Also on github.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
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marcinb
OTRS newbie
Posts: 12
Joined: 28 Apr 2014, 11:44
OTRS Version?: 3.1.11
Real Name: Marcin Budner
Company: Sonoco

Re: Superuser

Postby marcinb » 16 May 2014, 00:03

Hi
You're great! Many thanks..it works! Thank you very much!
LIVE: OTRS version 3.1.11 / MySQL version 5.1/ CentOS 6.4
TEST: OTRS version 3.0.16 / MySQL version 5.1/ CentOS 6.5

savoir81
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Joined: 09 Oct 2017, 16:53
OTRS Version?: 5.0.0.13

Re: [SOLVED] - Superuser

Postby savoir81 » 13 Oct 2017, 11:15

Hi,

What about the search feature? Customer who are not allowed to access Customer Tickets page still have the option to search all company tickets?

Regards,
Savo


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