# 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](#1-define-user-roles-and-groups)
  - [Groups](#groups)
  - [Roles](#roles)
- [2. Set Up Groups](#2-set-up-groups)
  - [Create Groups for Each Company](#create-groups-for-each-company)
  - [Create a General Group for Internal Support](#create-a-general-group-for-internal-support)
- [3. Create Roles](#3-create-roles)
  - [Create Roles for Different User Levels](#create-roles-for-different-user-levels)
  - [Assign Permissions to Roles](#assign-permissions-to-roles)
- [4. Assign Users to Groups and Roles](#4-assign-users-to-groups-and-roles)
  - [Assign Users to Groups](#assign-users-to-groups)
  - [Assign Roles to Users](#assign-roles-to-users)
- [5. Example Configuration](#5-example-configuration)
- [6. FinalConfiguration](#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.