I just successfully installed zammad 2.6.x on Ubuntu 16.04. The installation went very smoothly, the documentation is excellent and easy to follow!
However, after installation, I am struggling to implement user - group - role - queue assignment, as previously done under OTRS.
Here is what I need:
Imagine a company that wants to use Zammad for internal ticketing and issue tracking. There is a larger number of users and a sub-group of agents. We only want to use the web frontend to submit tickets.
Users should be devided into groups, each group membership granting access to only a certain type of ticket (in OTRS, we used queues). This is necessary, because some tickets are sensitive in nature, e.g. harrassment complaints, reports on breach of security, HR stuff, etc. so only a designated group of people should have access.
In some cases, users should only be able to create tickets, but not even to see other peoples tickets listed. Sometimes access can be more generous, allowing for a full listing of all tickets and possibly sharing among users of that group.
Also, users should be able to chose whether they are filing a firewall rule change or a request to get an office chair replaced. The agents working on such tickets are a very different group of people.
I thought I could achieve this with roles and just assign roles to users, allowing them to access groups. However, it is not possible to divide customers into groups. There is exactly one big blob of customers, no way to allow selection of group when creating a ticket and no way to limit what they can do per “queue”.
Creating separate “customer entities” for this does not work either. There seems to be no way to separate customers into groups or roles.
Any ideas how I can set this up? Maybe, I am overlooking something obvious?
Thank you all for your kind support.