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116 lines
4.2 KiB
116 lines
4.2 KiB
# OTRS fork/Otobo User Hierarchy Setup
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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.
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## Table of Contents
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- [1. Define User Roles and Groups](#1-define-user-roles-and-groups)
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- [Groups](#groups)
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- [Roles](#roles)
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- [2. Set Up Groups](#2-set-up-groups)
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- [Create Groups for Each Company](#create-groups-for-each-company)
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- [Create a General Group for Internal Support](#create-a-general-group-for-internal-support)
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- [3. Create Roles](#3-create-roles)
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- [Create Roles for Different User Levels](#create-roles-for-different-user-levels)
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- [Assign Permissions to Roles](#assign-permissions-to-roles)
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- [4. Assign Users to Groups and Roles](#4-assign-users-to-groups-and-roles)
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- [Assign Users to Groups](#assign-users-to-groups)
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- [Assign Roles to Users](#assign-roles-to-users)
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- [5. Example Configuration](#5-example-configuration)
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- [6. FinalConfiguration](#6-finalconfiguration)
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## 1. Define User Roles and Groups
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### Groups
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- **CompanyA_Group**: Group for Company A.
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- **CompanyB_Group**: Group for Company B.
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- **InternalSupport_Group**: Group for your internal support staff.
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### Roles
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- **NormalUser_Role**: For users who should only see their own tickets.
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- **ITDepartment_Role**: For IT department members who should see all tickets within their company.
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- **InternalSupport_Role**: For internal support staff who should see all tickets.
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## 2. Set Up Groups
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### Create Groups for Each Company
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1. Navigate to **Admin** > **Groups**.
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2. Click on **Add Group**.
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3. Create a new group for each customer company (e.g., `CompanyA_Group`, `CompanyB_Group`).
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### Create a General Group for Internal Support
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1. Navigate to **Admin** > **Groups**.
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2. Click on **Add Group**.
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3. Create a group called `InternalSupport_Group`.
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## 3. Create Roles
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### Create Roles for Different User Levels
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1. Navigate to **Admin** > **Roles**.
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2. Click on **Add Role**.
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3. Create the following roles:
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- `NormalUser_Role`: Minimal permissions.
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- `ITDepartment_Role`: Permissions to view and manage all tickets within their group.
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- `InternalSupport_Role`: Permissions to view and manage tickets across all groups.
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### Assign Permissions to Roles
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1. Navigate to **Admin** > **Roles** > **Group Relations**.
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2. Assign permissions as follows:
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- `NormalUser_Role`: `rw` (read/write) permissions for their respective company groups.
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- `ITDepartment_Role`: `rw` permissions for their respective company groups.
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- `InternalSupport_Role`: `rw` permissions for all company groups.
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## 4. Assign Users to Groups and Roles
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### Assign Users to Groups
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1. Navigate to **Admin** > **Users**.
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2. Edit each user to assign them to the appropriate group:
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- Normal users to their respective `CompanyA_Group`, `CompanyB_Group`, etc.
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- IT department members to their respective `CompanyA_Group`, `CompanyB_Group`, etc.
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- Internal support staff to the `InternalSupport_Group`.
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### Assign Roles to Users
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1. Navigate to **Admin** > **Users**.
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2. Edit each user to assign them the appropriate role:
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- Normal users to `NormalUser_Role`.
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- IT department members to `ITDepartment_Role`.
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- Internal support staff to `InternalSupport_Role`.
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## 5. Example Configuration
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**Groups:**
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- `CompanyA_Group`
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- `CompanyB_Group`
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- `InternalSupport_Group`
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**Roles:**
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- `NormalUser_Role`
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- `ITDepartment_Role`
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- `InternalSupport_Role`
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**Permissions:**
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- `NormalUser_Role` has `rw` access to `CompanyA_Group` for Company A's normal users.
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- `ITDepartment_Role` has `rw` access to `CompanyA_Group` for Company A's IT department members.
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- `InternalSupport_Role` has `rw` access to all groups for internal support staff.
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## 6. FinalConfiguration
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Ensure that each user is correctly assigned to their group and role based on their function within the company. This setup allows:
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- Normal users to only see their tickets.
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- IT department members to see all tickets from their company.
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- Internal support staff to see all tickets from all companies.
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By following these steps, you will have a properly configured user hierarchy in your OTRS fork/Otobo, tailored to your needs.
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