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

Allowing Generic Agent to be accessible to non-admins

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

For the following steps In this article you need to execute this steps in Allow non-Admins access Admin-menu in OTRS / Znuny / OTOBO first!
These steps are mandatory for this article!

Configure access to the module Generic Agent

Now you need to allow the permissions for the Generic Agent module and UI-navigational part.

Navigational part:

  • open menu Admin
  • click on System Configuration in Section Administration
  • search here for the configuration value Frontend::NavigationModule###AdminGenericAgent
  • now add in the block “Group” a new row on the same level as the “admin” group already added there, with your group name Grp_Admin_GenericAgent-createModify
  • repeat the same for the other groups too

Module access:

Do the same steps for the configuration value Frontend::Module###AdminGenericAgent

Related articles

Allow non-Admins access Admin-menu in OTRS / Znuny / OTOBO
Allow non-Admins to access Templates in OTRS / Znuny

Do you need help with Znuny / OTRS?
We have lot of experiences with OTRS and Znuny and can help you with your issues. Get in touch with us and we will check if and how we can help you.

Leave a Comment

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.

From giving you support up to implementing integrations to your existing systems.

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

Get OTRS/Znuny/OTOBO Support
Our support experts prepare themself, by reviewing your business. Please Share your website URL
To get a quick and efficient clearance of your needs, our experts will call you.
We communicate in English.
Maybe we can communicate in your native language too. So please let us know your native written and spoken language.

Your environment

We have different partners for different tasks and company sizes.
To assign you the right partner and thus the proper system engineers, we would like to ask you for more details about your environment.
The more details we get the quicker we can narrow down to the right persons.

Common details

autogenerated, or you can place here your reference number like a ticket number
Please enter the result of the calculation in the field above. This is for spam protection so that only people can use the form to send email.