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Post by cris12345 »


I dont understand the way that roles and groups work

For example I create a group1 associated to queue1.
I want to have 2 roles associate to that group /queue... one role for regular agents and other role with only read access for audits.

Then I link each agent to the respective role.

However the issue is that only full role can see the queue... the read access role can not see the queue.

I tried some permission combinations but without success.

I need to give that role only "note" permission

what I'm doing wrong?

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Posts: 2846
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: roles-groups

Post by wurzel »


read only (ro) permission grants access to a ticket (you can find it, you can click on it, you can read it)

ro permission will not display tickets in Queue
ro permission will display tickets in Status View.
ro permission will find tickets in search.

So I think, you are just using wrong view :-)

with rw permission, tickets are shown in Queue View and in Dashboard.

... all assuming you use default permissions. ro should be sufficient.

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