OTRS 1.1 - Manual
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# Chapter 19. Multi Hosting

OTRS is able to manage different groups and domains.

# Multi Group

This is an example setup for one company with a helpdesk, sales and billing department. Each department should not see tickets of the other department. This means nobody from helpdesk should have access to the billing tickets. Nobody the one department can access to a queue of the others.

Add the following to Kernel/Config.pm

        # MoveInToAllQueues -> useful for ASP
        # (Possible to move in all queue? Not only queue which
        # the own groups) [1|0]
        $Self->{MoveInToAllQueues} = 0;

        # ChangeOwnerToEveryone -> useful for ASP
        # (Possible to change owner of ticket ot everyone) [0|1]
        $Self->{ChangeOwnerToEveryone} = 0;

        # ShowCustomerSelection
        # (show customer selection in phone and change customer view
        # - disable this for ASP!) [0|1]
        $Self->{ShowCustomerSelection} = 0;

        # PhoneViewASP -> useful for ASP
        # (Possible to create in all queue? Not only queue which
        # the own groups) [0|1]
        $Self->{PhoneViewASP} = 1;

> System email addresses (1/2): You need to add new system email addresses for each department (e. g. helpdesk@example.com, sales@example.com and billing@example.com). Note: You can't set the right queue because you need to create the queue at first - this will be done later.

> Groups: Add a new group for each department. In our case add a group helpdesk, sales and billing.

> Queue: Add queue for each department (take care of the naming - e. g. group-topic). In our case add queue helpdesk-raw, helpdesk-products, sales-raw, sales-products, billing-raw and billing-claim and set the group of each queue to the right.

> System email addresses (2/2): Update your new system email addresses (e. g. helpdesk@example.com, sales@example.com and billing@example.com) with the right queue. Note: Of course you need to make sure that the added system email addresses are routed into your system (e. g. via admin inerface -=> POP3 accounts - see chapter "Receiving emails")

> User: Add the users and put each user into the wanted group. Means sales users to the sales group, helpdesk users to the helpdesk group and billing users to the billing group.

> Note: If you add one user of the departments to the admin group, then the user can change all settings of the system. Means the user can also add/modify user/response/... of the other groups. -=> Normally this admin changes should be done by an admin.

Your multi group setup is ready.

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Customize Ticket Priority (min. OTRS 1.1) |  | Multi Setup