OTRS 1.1 - Manual
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# Chapter 11. Permissions

This chapter will show you more details about OTRS permission.

# Groups - Queue

If you want 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) 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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