Source string Read only

type: Content of: <section><section><para><table><tgroup><tbody><row><entry>
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Context English State
Full read and write access on tickets or entries in the queues or areas that belong to this group.
By default, the QueueView only lists tickets in queues that an agent has <emphasis>rw</emphasis> access to, i.e., the tickets the agent needs to work on. If you want to change this behaviour, you can set <link linkend="ConfigReference_Setting_Ticket::Frontend::AgentTicketQueue_ViewAllPossibleTickets"> Ticket::Frontend::AgentTicketQueue###ViewAllPossibleTickets </link> to <emphasis>Yes</emphasis>.
Not all available permissions are shown by default. These additional permissions can be added.
Additional permission groups
Gives access to the stats page.
bounce
The right to bounce an email message (with bounce button in ticketZoom).
compose
The right to compose an answer for a ticket.
customer
The right to change the customer of a ticket.
forward
The right to forward a messages (with the forward button).
pending
The right to set a ticket to pending.
phone
The right to add a phonecall to a ticket.
responsible
The right to change the responsible agent for a ticket.
These permissions can be added by changing the <link linkend="ConfigReference_Setting_System::Permission">System::Permission</link>.
Roles
Roles are a powerful feature to manage the access rights of many agents in a very simple and quick manner. They are particularly useful for large, complex support systems with a lot of agents, groups and queues. An example below explains when they should be used.
Suppose that you have a system with 100 agents, 90 of them with access to a single queue called "support" where all support requests are handled. The "support" queue contains multiple sub queues. The other 10 agents have permission to access all queues of the system. These 10 agents dispatch tickets, watch the raw queue and move spam messages into the "junk" queue.
The company now opens a new department that sells some products. Order request and acceptance, order confirmation, bills, etc. must be processed, and some of the company's agents are supposed to do this using OTRS. The different agents have to get access to the new queues that must be created.
Because it would take a long time to change the access rights for the individual agents manually, roles that define the different access levels can be created. The agents can then be added to one or more roles, with their access rights being modified automatically. If a new agent account is created, it is also possible to add this account to one or more roles.
Roles are really useful when dealing with complex organizations and when maintaining larger OTRS installations. Proper care is advised though. Mixing Agent to Group with Agent to Role mappings can make for a complex access control scheme, that is difficult to understand and maintain. If you wish to use only roles and disable the Agents &lt;-&gt; Groups option in the Admin area, you can do so by modifying the <link linkend="ConfigReference_Setting_Frontend::Module_AdminUserGroup">Frontend::Module###AdminUserGroup</link> in the SysConfig. Be aware that this won't remove already existing Agents to Group assignments!
You can access the role management section (see figure below) by clicking the <emphasis>Roles</emphasis> link on the Admin page.
Role management
<graphic fileref="screenshots/administration/adminarea/admin-roles.png" scalefit="1" width="100%" contentdepth="100%"></graphic>
As with agent and groups, roles once created can be deactivated but not deleted. To deactivate, set the Valid option to <emphasis>invalid</emphasis> or <emphasis>invalid-temporarily</emphasis>.
An overview of all roles in the system is displayed. To edit a role's settings, click on the role's name. In a fresh new OTRS installation, there are no roles defined by default. To register one, click on the <literal>Add role</literal> button, provide the needed data and submit it (see figure below).
ComponentTranslation
This translation Translated OTRS 6/Administration Manual phone
The following string has the same context and source.
Translated OTRS 6/((OTRS)) Community Edition phone

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OTRS 6 / Administration ManualEnglish

New source string a year ago
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Glossary

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Source information

Source string comment
type: Content of: <section><section><para><table><tgroup><tbody><row><entry>
Flags
read-only
Source string location
en/content/administration/adminarea/agents-groups-roles.xml:298
String age
a year ago
Source string age
a year ago
Translation file
i18n/doc-admin.pot, string 1022