Roles ↔ Groups

Use this screen to add one or more roles to one or more groups. To use this function, at least one role and one group need to have been added to the system. The management screen is available in the Roles ↔ Groups module of the Users, Groups & Roles group.

Manage Roles-Groups Relations

Manage Roles-Groups Relations

Manage Roles ↔ Groups Relations

To assign some groups to a role:

  1. Click on a role in the Roles column.
  2. Select the permissions you would like to connect the role to groups with.
  3. Click on the Save or Save and finish button.
Change Group Relations for Role

Change Group Relations for Role

To assign some roles to a group:

  1. Click on a group in the Groups column.
  2. Select the permissions you would like to connect the group to roles with.
  3. Click on the Save or Save and finish button.
Change Role Relations for Group

Change Role Relations for Group

Note

If several roles or groups are added to the system, use the filter box to find a particular role or group by just typing the name to filter.

Multiple roles or groups can be assigned in both screens at the same time. Additionally clicking on a role or clicking on a group will open the edit role screen or the edit group screen for the selected resource.

Roles ↔ Groups Relations Reference

When assigning a role to a group or vice versa, several permissions can be set as connection between a role and a group. The following permissions are available by default:

ro
Read only access to the ticket in this group/queue.
move_into
Permissions to move tickets into this group/queue.
create
Permissions to create tickets in this group/queue.
note
Permissions to add notes to tickets in this group/queue.
owner
Permissions to change the owner of tickets in this group/queue.
priority
Permissions to change the ticket priority in this group/queue.
chat_observer
Users with this permission type will only be able to observe chats in a channel after they have been invited.
chat_participant
Users with this permission type will be able to take part in a chat, but only after they get invited to it.
chat_owner
Users with this permission type will be able to accept chat customer/public requests and do all kinds of observer and participant actions on a chat.
rw
Full read and write access to the tickets in this group/queue.

See also

Not all available permissions are shown by default. See System::Permission setting for permissions that can be added. These additional permissions can be added:

stats
Gives access to the stats page.
bounce
Permissions to bounce an email message (with bounce button in Ticket Zoom screen).
compose
Permissions to compose an answer for a ticket.
customer
Permissions to change the customer of a ticket.
forward
Permissions to forward a messages (with the forward button).
pending
Permissions to set a ticket to pending.
phone
Permissions to add a phone call to a ticket.
responsible
Permissions to change the responsible agent for a ticket.

Note

By setting a checkbox in the header of a column will set all the checkboxes in the selected column. By setting the checkbox in the last rw column will set all the checkboxes in the selected row.