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Users, Groups & Roles

Simple and complex organizations need a flexible way to control access to their service desk. Access, resources, and permissions must be orchestrated so that, the users and customers have access to the resources they need and their data is protected as needed by the system.

OTRS provides powerful tools for this purpose and their use is described in the following chapter.

Contents

• Agents
  • Manage Agents
  • Agent Settings
  • Agent Back Ends
    • Agent Back End - Database
    • Agent Back End - LDAP
    • Agent Back End - HTTPBasicAuth
    • Agent Back End - Radius
• Agents ↔ Groups
  • Manage Agents ↔ Groups Relations
  • Agents ↔ Groups Relations Reference
• Agents ↔ Roles
  • Manage Agents ↔ Roles Relations
• Customers
  • Manage Customers
  • Customer Settings
  • Customer Back Ends
    • Customer Back End - Database
• Customers ↔ Groups
  • Manage Customers ↔ Groups Relations
  • Customers ↔ Groups Relations Reference
  • Permission Functionality Example
  • Multi-tier Customer Relationship
• Customer Users
  • Manage Customer Users
  • Customer User Settings
  • Customer User Back Ends
    • Customer User Back End - Database
    • Customer User Back End - LDAP
    • Customer User Back End - HTTPBasicAuth
    • Customer User Back End - Radius
  • Multiple Customer User Back Ends
  • Customer User Data in Dynamic Fields
• Customer Users ↔ Customers
  • Manage Customer Users ↔ Customers Relations
• Customer Users ↔ Groups
  • Manage Customer Users ↔ Groups Relations
  • Customer Users ↔ Groups Relations Reference
• Customer Users ↔ Services
  • Manage Customers Users ↔ Services Relations
  • Manage Default Services
• Groups
  • Manage Groups
  • Group Settings
  • Default Groups
• Roles
  • Manage Roles
  • Role Settings
• Roles ↔ Groups
  • Manage Roles ↔ Groups Relations
  • Roles ↔ Groups Relations Reference