How to Make groups and add permissions on the OTRS ticketing system – Guide
OTRS is a leading open source ticketing system that provides an enterprise-class ticket management system at a significantly lower cost compared to proprietary ticketing system software. OTRS provides out-of-the-box functionality for Help Desk Organization and Management and IT Service Management. As OTRS is open source, it can be extended and customized to meet the needs of a specific customer environment. Orient provides consultancy, implementation and ongoing maintenance of the OTRS-based ticketing system.
OTRS is a great open source ticket helpdesk solution that can be helpful for any organization. To get the most out of OTRS, it’s important to assign permissions to specific brokers so they have the access they need. I recently walked you through setting up OTRS and now it’s time to get it ready for use. ..
How to Create groups and add permissions in the OTRS ticketing system
Click on the Groups tab and click on the New Group button. Enter a name for your new group and click on the Add button. Your new group will be created and you will be able to access its features.
On the resulting page, click Add group (near the upper left corner). To create a new group, on the resulting page, click Add group. ..
The new group will be called “NRA-ILA.” The comment is optional, but we suggest that you include one that reflects your organization’s mission. ..
You have created a new group. ..
It is very important to set the permissions here. Otherwise, you will have to go through a few more steps to modify the permissions, and you won’t be able to delete a group once it’s created. Remember, we want CREATE, NOTE, and PRIORITY permissions for this group. In the permissions window you will see all users listed (you will get more than my example). Let’s say you want to add user Olivia to this group with the necessary permissions. To do this, click on the checkboxes for CREATE, OBSERVE and PRIORITY. You will want to set the group permissions for each agent (user) that needs to belong to the group. ..
After taking care of that, clicking Save will set the permissions for the group. ..
To better manage Agent/Group relationships, go back to the Admin panel and click on Agents <-> groups. In this window, you can click on any of the groups and assign the necessary permissions in the same way you did when you created the group.
After taking care of the user permissions, the users you’ve added to the group should now have access to the specific permissions you’ve assigned to them. ..
Final note
This guide will show you how to create groups and add permissions on the OTRS ticketing system. If you have any questions about this article, please feel free to ask us. Additionally, please share this article with your friends to help spread the word! ..
