OTOBO / Znuny - Users, Groups, and Roles
The effective control of access to resources and permissions is crucial for any organization, large or small, to ensure the secure and efficient operation of the service desk. By precisely controlling who has access to what information and capabilities within the system, companies can ensure that their data is protected and resources are used optimally. OTOBO, an advanced ticket system, offers powerful tools for managing user access and permissions. These tools make it possible to establish a clean and flexible permission system that meets the specific requirements of an organization.
OTOBO Agents
The administration of agents is an essential element in OTOBO, responsible for configuring and managing access rights and permissions within the system. OTOBO allows the use of up to ten different sources for managing agent access, making it easier for administrators to adapt and react quickly to account compromises or unexpected outages. For integrating new OTOBO agents, OTOBO recommends a central interface that, even in the standard configuration of a new OTOBO setup, includes an OTOBO agent with administrator rights.
OTOBO Customer Users
The management of customer users is another critical area in the OTOBO ticket system. OTOBO offers comprehensive options for storing contact data of companies with which you interact. This contact data includes not only basic information like email addresses and phone numbers but also specific details such as shipping and billing addresses. The powerful customer user management of OTOBO assists in adding, organizing, and maintaining these essential company contacts.
OTOBO SSO Login
In OTOBO, you can enable Single Sign-On (SSO) for your users. This allows your users to log in to OTOBO with their existing Microsoft AD username and password without having to enter another password.
OTOBO Customers
For the efficient organization and management of interactions with customer companies, structured customer management is essential. OTOBO explains in detail the procedure for integrating customer companies into the system. This integration is often only possible via the database backend, and when using external directory services like LDAP, customer management is disabled accordingly. Correctly adding customer information means filling out relevant data fields and saving them permanently.
Groups and Roles
At the core of the OTOBO platform is the management of groups and roles, which are crucial for assigning and organizing permissions within the system. The guide explains how new groups can be created, which default groups already exist, and that groups can only be deactivated instead of deleted. This group structure is decisive for determining which tickets can be viewed and edited by which agent.