Chapter 11. Permissions

Table of Contents
Groups - Queue
Agent - Admin Interface

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;
[...]