November 28, 2020

Allow non-Admins access to Generic Agent OTRS / Znuny?

The generic agent is a nice feature of OTRS to automate ticket handling. But sadly as a default only the admin group is allowed to modify it. Here you will learn how to configure it to be accessible to other users.

Your knowledge prerequisites to this article

  • How to change and deploy Setting in System Configuration
  • How to create Groups and Roles

Create a new group for the Generic Agent

Open the Group administration UI https://<yourOtrsUrl>/

  • open menu Admin
  • click on Group in Section Users, Groups & Roles (on OTRS Agent Management)
  • click on Add Group
  • add a new group Grp_Admin_GenericAgent-createEdit with validity valid
  • assign a non admin user to these new groups

Now you should assign this group Grp_Admin_GenericAgent-createEdit to a new role Role_PowerUserAdmin_GenericAgent and assign this Role to your wished users.

General and module permissions

The configuration system is separated into basically to parts.

  1. Who can access the Admin menu/area
  2. Who can access a module like Generic Agent

Configure access to Admin menu/area

You first need to allow your new created group to access the Admin section at all. This section contains all the Admin Modules. One of the Modules is the Generic Agent and will be explained in the later chapter.

Make Admin menu visible to group

With this settings you are enabling the Menu Admin to display for additional groups (beside of default “admin”)


OTRS / Znuny config to enable Admin menu for non admin users

Make Admin Frontend/UI accessible to group

This allows access to the Frontend Admin section, which includes Menu and UI


OTRS / Znuny enable module Admin for non admin users

Configure Generic Agent access to group

Add the same access to the Group


To allow the usage of the module Generic Agent, add the same Group also to this setting

Do you need help with Znuny / OTRS?
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Do you need help with Znuny / OTRS?​

We have lot of experiences with OTRS and Znuny.
We can help you with your issues to solve them.

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Get in touch with us and we will check if and how we can help you.​

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