Varying types of Staffs (Agent, Manager, et.c) with different privileges

ayomikunjude

Hi admin and everyone.
Please I need help, I'm currently working on Os ticket, to be structured in a way that there are more different kinds of staffs in the system with varying roles and privileges .

Agents - Manager - Regional Manager - General Manager-Admin

Agents - have no access to dashboard (ticket activity and statistics), only General manager does have access to such

Regional Manager - to have access to (dashboard ticket activity/statistics) based on a particular region.

General Manager - have the overall view of ticket activities and statistics , and also with ability to create campaigns.

Any idea on how i can implement this?

Thank you, as i look forward to any valuable contributions.

@ntozier

ntozier

I dont see any mention of departments.

If you are just using osTicket for one department you can setup departments for the regions.

Each agent would be assigned a role for their department. (This would limit their access.)

Each Department can have a manager (in your case it would be the regional manager) they would be assigned a role for their department.

Where it gets tricky is the General manager. They would be a member of all departments.

I'm not real sure what you mean by also with ability to create campaigns though. Since osTicket does not have 'campaigns' It sorta sounds to me like a email marketing campaign.

ayomikunjude

wow, thanks a lot for your input. You just simplified my issue.

Yes, its email marketing i'm referring to.

ntozier

I should have probably mentioned that you would want to setup roles for group.
So each department would have two roles. One for Agents and one for Regional Manager.
Also you would create a role for General Manager.

If you have any more questions please feel free to ask. ?

ayomikunjude

Thank you very much @ntozier

One more thing tho, i want to restrict access of agents to just "Tasks", "Tickets" and "Knowledgeable".
I dont want want them to have access to Dashboard (Ticket activities and statistics) and "User" panel.

How do i go about it?

ntozier

After you create the Agent, and assign them their role.
Go to Admin panel -> Agents -> Agents -> the Agent.
Click on the permissions tab.
There are four separate tabs for permissions.
Under the Misc tab is "stats" so you can disable their ability to see the dashboard stats for other agents.
You'll have to customize their permissions in here.

ayomikunjude

I meant, i don't want agents to have access or see the dashboard and users tab at all. Only admin would have access to it or any selected agent.

ntozier

I do not believe that there is a way to do the first.
Agents can always see their own stats.

Under Permissions -> Users uncheck everything.

ayomikunjude

HI @ntozier. Thanks a lot for your input, i really. Please do you know the PHP design pattern used for the source code of Os-ticket. I'm sure it's not MVC.

ntozier

I'm not a Dev, so I can't comment on "design patterns", and I have no idea what "MVC" is.

I can tell you that osTicket treats most things as objects.