Infos:
- Used Zammad version: 7
- Used Zammad installation type: package
- Operating system: Ubuntu 24
- Browser + version: different
Hello everyone,
we are currently in the initial setup phase of Zammad 7, and I have a question regarding the correct use of groups and roles.
We are a software company with several software products. For simplicity, let’s call them Product1, Product2, Product3, and so on.
For each product, we have people working on Service Level 2 and Service Level 3 support.
My initial idea was the following:
Create a role like R_Products_SL1
→ All new tickets are initially created there and reviewed/categorized.
Depending on the content, tickets are then forwarded to Service Level 2.
Based on this approach, for Product1 I would need:
Two groups:
G_Product1_SL2
G_Product1_SL3
And two corresponding roles:
R_Product1_SL2
R_Product1_SL3
This structure would then be repeated for each additional product.
My goal is to control group membership purely through roles, without manually assigning users to multiple groups.
Is this a reasonable approach in Zammad, or am I misunderstanding the intended usage of groups and roles?
I would really appreciate constructive feedback, best practices, or suggestions for improvement.
Thank you very much in advance.
H-BLOGX