OTRS CVS - Manual
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# Chapter 12. Permissions

This chapter will show you more details about OTRS permission.

# Group/User/Queue Permission

You will be able to handle different groups of users with different permissions (e. g. only read ticket in a queue or one group should not have ro/rw access to a queue).

Group permissions are "ro" (read only access to the ticket), "move_into" (permissions to move tickets into this queue), "create" (permissions to create tickets in this queue), "owner" (permissions to change the ticket owner), "priority" (permissions to change the ticket priority) and "rw" (full read and write access to the ticket).

You can put users to groups and for each queue one group (user-group-queue).

Example: If you want only read ticket in a queue or one group should not have ro/rw access to a queue) you need to:

    a) create otrs-groups
    b) put the groups of users into your otrs-groups
        (you have a ro/rw option)
    c) split/sort your otrs-queue to the otrs-groups

There is a config option if 'ro' queues should be shown in QueueView.

    Kernel/Config.pm
    [...]
        # QueueViewAllPossibleTickets
        # (show all ro and rw queues - not just rw queues)
        $Self->{QueueViewAllPossibleTickets} = 0;
    [...]

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LDAP Integration |  | Module Permission - Agent/Admin Interface