OTRS fork/Otobo User Hierarchy Setup

This guide outlines the steps to configure a user hierarchy in your OTRS fork/Otobo, allowing normal users to see only their own tickets, IT department members to see all of their company's tickets, and your company's internal support staff to see all tickets.

Table of Contents

• 1. Define User Roles and Groups
  • Groups
  • Roles
• 2. Set Up Groups
  • Create Groups for Each Company
  • Create a General Group for Internal Support
• 3. Create Roles
  • Create Roles for Different User Levels
  • Assign Permissions to Roles
• 4. Assign Users to Groups and Roles
  • Assign Users to Groups
  • Assign Roles to Users
• 5. Example Configuration
• 6. FinalConfiguration

1. Define User Roles and Groups

Groups

• CompanyA_Group: Group for Company A.
• CompanyB_Group: Group for Company B.
• InternalSupport_Group: Group for your internal support staff.

Roles

• NormalUser_Role: For users who should only see their own tickets.
• ITDepartment_Role: For IT department members who should see all tickets within their company.
• InternalSupport_Role: For internal support staff who should see all tickets.

2. Set Up Groups

Create Groups for Each Company

1. Navigate to Admin > Groups.
2. Click on Add Group.
3. Create a new group for each customer company (e.g., CompanyA_Group, CompanyB_Group).

Create a General Group for Internal Support

1. Navigate to Admin > Groups.
2. Click on Add Group.
3. Create a group called InternalSupport_Group.

3. Create Roles

Create Roles for Different User Levels

1. Navigate to Admin > Roles.
2. Click on Add Role.
3. Create the following roles:
   • NormalUser_Role: Minimal permissions.
   • ITDepartment_Role: Permissions to view and manage all tickets within their group.
   • InternalSupport_Role: Permissions to view and manage tickets across all groups.

Assign Permissions to Roles

1. Navigate to Admin > Roles > Group Relations.
2. Assign permissions as follows:
   • NormalUser_Role: rw (read/write) permissions for their respective company groups.
   • ITDepartment_Role: rw permissions for their respective company groups.
   • InternalSupport_Role: rw permissions for all company groups.

4. Assign Users to Groups and Roles

Assign Users to Groups

1. Navigate to Admin > Users.
2. Edit each user to assign them to the appropriate group:
   • Normal users to their respective CompanyA_Group, CompanyB_Group, etc.
   • IT department members to their respective CompanyA_Group, CompanyB_Group, etc.
   • Internal support staff to the InternalSupport_Group.

Assign Roles to Users

1. Navigate to Admin > Users.
2. Edit each user to assign them the appropriate role:
   • Normal users to NormalUser_Role.
   • IT department members to ITDepartment_Role.
   • Internal support staff to InternalSupport_Role.

5. Example Configuration

Groups:

• CompanyA_Group
• CompanyB_Group
• InternalSupport_Group

Roles:

• NormalUser_Role
• ITDepartment_Role
• InternalSupport_Role

Permissions:

• NormalUser_Role has rw access to CompanyA_Group for Company A's normal users.
• ITDepartment_Role has rw access to CompanyA_Group for Company A's IT department members.
• InternalSupport_Role has rw access to all groups for internal support staff.

6. FinalConfiguration

Ensure that each user is correctly assigned to their group and role based on their function within the company. This setup allows:

• Normal users to only see their tickets.
• IT department members to see all tickets from their company.
• Internal support staff to see all tickets from all companies.

By following these steps, you will have a properly configured user hierarchy in your OTRS fork/Otobo, tailored to your needs.