diff --git a/Gemfile b/Gemfile
index c980c2377..da0becb45 100644
--- a/Gemfile
+++ b/Gemfile
@@ -128,7 +128,7 @@ group :development, :test do
   gem 'simplecov-rcov'
 
   # UI tests w/ Selenium
-  gem 'selenium-webdriver', '2.53.4'
+  gem 'selenium-webdriver'
 
   # livereload on template changes (html, js, css)
   gem 'guard',             require: false
diff --git a/Gemfile.lock b/Gemfile.lock
index 3f736f9a5..43ae0074c 100644
--- a/Gemfile.lock
+++ b/Gemfile.lock
@@ -77,7 +77,7 @@ GEM
     browser (2.5.2)
     buftok (0.2.0)
     builder (3.2.3)
-    childprocess (0.8.0)
+    childprocess (0.9.0)
       ffi (~> 1.0, >= 1.0.11)
     clavius (1.0.3)
     clearbit (0.2.8)
@@ -141,7 +141,7 @@ GEM
       multipart-post (>= 1.2, < 3)
     faraday-http-cache (2.0.0)
       faraday (~> 0.8)
-    ffi (1.9.18)
+    ffi (1.9.23)
     ffi-compiler (0.1.3)
       ffi (>= 1.0.0)
       rake
@@ -383,10 +383,9 @@ GEM
     sawyer (0.8.1)
       addressable (>= 2.3.5, < 2.6)
       faraday (~> 0.8, < 1.0)
-    selenium-webdriver (2.53.4)
+    selenium-webdriver (3.11.0)
       childprocess (~> 0.5)
-      rubyzip (~> 1.0)
-      websocket (~> 1.0)
+      rubyzip (~> 1.2)
     shellany (0.0.1)
     simple_oauth (0.3.1)
     simplecov (0.15.1)
@@ -452,7 +451,6 @@ GEM
       addressable (>= 2.3.6)
       crack (>= 0.3.2)
       hashdiff
-    websocket (1.2.5)
     websocket-driver (0.6.5)
       websocket-extensions (>= 0.1.0)
     websocket-extensions (0.1.3)
@@ -528,7 +526,7 @@ DEPENDENCIES
   rubocop
   rubyntlm!
   sass-rails
-  selenium-webdriver (= 2.53.4)
+  selenium-webdriver
   simplecov
   simplecov-rcov
   slack-notifier
diff --git a/app/assets/javascripts/app/controllers/_application_controller_generic.coffee b/app/assets/javascripts/app/controllers/_application_controller_generic.coffee
index fba868be0..f78f78fd0 100644
--- a/app/assets/javascripts/app/controllers/_application_controller_generic.coffee
+++ b/app/assets/javascripts/app/controllers/_application_controller_generic.coffee
@@ -1258,7 +1258,7 @@ class App.ObserverActionRow extends App.ObserverController
 
   render: (object) =>
     return if _.isEmpty(object)
-    actions = @actions()
+    actions = @actions(object)
     @html App.view('generic/actions')(
       items: actions
       type:  @type
diff --git a/app/assets/javascripts/app/controllers/agent_ticket_create/sidebar_customer.coffee b/app/assets/javascripts/app/controllers/agent_ticket_create/sidebar_customer.coffee
index 8de9ea04a..811e0013e 100644
--- a/app/assets/javascripts/app/controllers/agent_ticket_create/sidebar_customer.coffee
+++ b/app/assets/javascripts/app/controllers/agent_ticket_create/sidebar_customer.coffee
@@ -7,14 +7,18 @@ class SidebarCustomer extends App.Controller
       badgeCallback: @badgeRender
       sidebarHead: 'Customer'
       sidebarCallback: @showCustomer
-      sidebarActions: [
-        {
+      sidebarActions: []
+    }
+    if App.User.exists(@params.customer_id)
+      customer = App.User.find(@params.customer_id)
+      currentUser = App.User.find(App.Session.get('id'))
+      if customer.isAccessibleBy(currentUser, 'change')
+        @item.sidebarActions.push {
           title:    'Edit Customer'
           name:     'customer-edit'
           callback: @editCustomer
-        },
-      ]
-    }
+        }
+    @item
 
   metaBadge: (user) =>
     counter = ''
diff --git a/app/assets/javascripts/app/controllers/ticket_zoom.coffee b/app/assets/javascripts/app/controllers/ticket_zoom.coffee
index 9ffcec817..ded662c88 100644
--- a/app/assets/javascripts/app/controllers/ticket_zoom.coffee
+++ b/app/assets/javascripts/app/controllers/ticket_zoom.coffee
@@ -182,7 +182,7 @@ class App.TicketZoom extends App.Controller
     @formMeta = data.form_meta
 
     # load assets
-    App.Collection.loadAssets(data.assets)
+    App.Collection.loadAssets(data.assets, targetModel: 'Ticket')
 
     # get data
     @ticket = App.Ticket.fullLocal(@ticket_id)
diff --git a/app/assets/javascripts/app/controllers/ticket_zoom/sidebar_customer.coffee b/app/assets/javascripts/app/controllers/ticket_zoom/sidebar_customer.coffee
index e60e80a55..239b36105 100644
--- a/app/assets/javascripts/app/controllers/ticket_zoom/sidebar_customer.coffee
+++ b/app/assets/javascripts/app/controllers/ticket_zoom/sidebar_customer.coffee
@@ -15,11 +15,15 @@ class SidebarCustomer extends App.Controller
       ]
     }
     return @item if @ticket && @ticket.customer_id == 1
-    @item.sidebarActions.push {
-      title:    'Edit Customer'
-      name:     'customer-edit'
-      callback: @editCustomer
-    }
+    currentUser = App.User.find(App.Session.get('id'))
+    if @ticket.customer_id && App.User.exists(@ticket.customer_id)
+      customer = App.User.find(@ticket.customer_id)
+      if customer.isAccessibleBy(currentUser, 'change')
+        @item.sidebarActions.push {
+          title:    'Edit Customer'
+          name:     'customer-edit'
+          callback: @editCustomer
+        }
     @item
 
   metaBadge: (user) =>
diff --git a/app/assets/javascripts/app/controllers/user_profile.coffee b/app/assets/javascripts/app/controllers/user_profile.coffee
index fa12a6fc2..3a2614c72 100644
--- a/app/assets/javascripts/app/controllers/user_profile.coffee
+++ b/app/assets/javascripts/app/controllers/user_profile.coffee
@@ -106,13 +106,10 @@ class ActionRow extends App.ObserverActionRow
   newTicket: (user) =>
     @navigate("ticket/create/customer/#{user.id}")
 
-  actions: =>
-    [
-      {
-        name:     'edit'
-        title:    'Edit'
-        callback: @editUser
-      }
+  actions: (user) =>
+    currentUser = App.User.find(App.Session.get('id'))
+
+    actions = [
       {
         name:     'history'
         title:    'History'
@@ -125,6 +122,15 @@ class ActionRow extends App.ObserverActionRow
       }
     ]
 
+    if user.isAccessibleBy(currentUser, 'change')
+      actions.unshift {
+        name:     'edit'
+        title:    'Edit'
+        callback: @editUser
+      }
+
+    actions
+
 class Object extends App.ObserverController
   model: 'User'
   observeNot:
diff --git a/app/assets/javascripts/app/models/_application_model.coffee b/app/assets/javascripts/app/models/_application_model.coffee
index f115e6077..25e7cb4aa 100644
--- a/app/assets/javascripts/app/models/_application_model.coffee
+++ b/app/assets/javascripts/app/models/_application_model.coffee
@@ -308,7 +308,7 @@ set new attributes of model (remove already available attributes)
 
           # full / load assets
           if data.assets
-            App.Collection.loadAssets(data.assets)
+            App.Collection.loadAssets(data.assets, targetModel: @className)
 
           # find / load object
           else
diff --git a/app/assets/javascripts/app/models/user.coffee b/app/assets/javascripts/app/models/user.coffee
index eacdeebb3..9ee5ac0b5 100644
--- a/app/assets/javascripts/app/models/user.coffee
+++ b/app/assets/javascripts/app/models/user.coffee
@@ -285,3 +285,51 @@ class App.User extends App.Model
   outOfOfficeText: ->
     return @preferences.out_of_office_text if !_.isEmpty(@preferences.out_of_office_text)
     App.User.outOfOfficeTextPlaceholder()
+
+  ###
+
+    Checks if requester has given access level on requested.
+    Possible access levels are: read, update and delete
+    See backend method User#access?
+
+    requester = App.User.find(1)
+    requested = App.User.find(3)
+    result    = requested.isAccessibleBy(requester, 'read')
+
+  returns
+
+    true|false
+
+  ###
+
+  isAccessibleBy: (requester, access) ->
+    return true if requester.permission('admin')
+
+    capitalized  = access.charAt(0).toUpperCase() + access.slice(1)
+    accessMethod = 'is' + capitalized + 'ableBy'
+    @[accessMethod](requester)
+
+  isReadableBy: (requester) ->
+    return true if @ownAccount(requester)
+    return true if requester.permission('admin.*')
+    return true if requester.permission('ticket.agent')
+    # check same organization for customers
+    return false if !requester.permission('ticket.customer')
+    @sameOrganization?(requester)
+
+  isChangeableBy: (requester) ->
+    return true if requester.permission('admin.user')
+    # allow agents to change customers
+    return false if !requester.permission('ticket.agent')
+    @permission('ticket.customer')
+
+  isDeleteableBy: (requester) ->
+    requester.permission('admin.user')
+
+  ownAccount: (requester) ->
+    @id is requester.id
+
+  sameOrganization: (requester) ->
+    return false if @organization_id is null
+    return false if requester.organization_id is null
+    @organization_id == requester.organization_id
diff --git a/app/controllers/concerns/checks_user_attributes_by_current_user_permission.rb b/app/controllers/concerns/checks_user_attributes_by_current_user_permission.rb
index 9bd88e0b4..1f01f5ce2 100644
--- a/app/controllers/concerns/checks_user_attributes_by_current_user_permission.rb
+++ b/app/controllers/concerns/checks_user_attributes_by_current_user_permission.rb
@@ -4,35 +4,32 @@ module ChecksUserAttributesByCurrentUserPermission
   private
 
   def check_attributes_by_current_user_permission(params)
+    # admins can do whatever they want
     return true if current_user.permissions?('admin.user')
 
-    %i[role_ids roles].each do |key|
-      next if !params[key]
-      if current_user.permissions?('ticket.agent')
-        params.delete(key)
-      else
-        logger.info "Role assignment is only allowed by admin! current_user_id: #{current_user.id} assigned to #{params[key].inspect}"
-        raise Exceptions::NotAuthorized, 'This role assignment is only allowed by admin!'
-      end
-    end
-    if current_user.permissions?('ticket.agent') && !params[:role_ids] && !params[:roles] && params[:id].blank?
-      params[:role_ids] = Role.signup_role_ids
-    end
+    # non-agents (customers) can't set anything
+    response_access_deny if !current_user.permissions?('ticket.agent')
 
-    %i[group_ids groups].each do |key|
-      next if !params[key]
-      if current_user.permissions?('ticket.agent')
-        params.delete(key)
-      else
-        logger.info "Group relation assignment is only allowed by admin! current_user_id: #{current_user.id} assigned to #{params[key].inspect}"
-        raise Exceptions::NotAuthorized, 'Group relation is only allowed by admin!'
+    # regular agents are not allowed to set Groups and Roles
+    %w[Role Group].each do |model|
+
+      %w[_ids s].each do |suffix|
+        attribute = "#{model.downcase}#{suffix}"
+        values    = params[attribute]
+
+        next if values.nil?
+
+        logger.warn "#{model} assignment is only allowed by admin! User with ID #{current_user.id} tried to assign #{values.inspect}"
+        params.delete(attribute)
       end
     end
 
-    return true if current_user.permissions?('ticket.agent')
-
-    response_access_deny
-    false
+    # check for create requests and set
+    # signup roles if no other roles are given
+    return true if params[:id].present?
+    return true if params[:role_ids]
+    return true if params[:roles]
+    params[:role_ids] = Role.signup_role_ids
+    true
   end
-
 end
diff --git a/app/controllers/users_controller.rb b/app/controllers/users_controller.rb
index b94587ce4..fa8f9432e 100644
--- a/app/controllers/users_controller.rb
+++ b/app/controllers/users_controller.rb
@@ -116,7 +116,7 @@ class UsersController < ApplicationController
 
     # check if it's first user, the admin user
     # inital admin account
-    count = User.all.count()
+    count = User.all.count
     admin_account_exists = true
     if count <= 2
       admin_account_exists = false
@@ -156,7 +156,7 @@ class UsersController < ApplicationController
         Role.where(name: %w[Admin Agent]).each do |role|
           role_ids.push role.id
         end
-        Group.all().each do |group|
+        Group.all.each do |group|
           group_ids.push group.id
         end
 
@@ -207,6 +207,7 @@ class UsersController < ApplicationController
 
     # send inviteation if needed / only if session exists
     if params[:invite].present? && current_user
+      sleep 5 if ENV['REMOTE_URL'].present?
       token = Token.create(action: 'PasswordReset', user_id: user.id)
       NotificationFactory::Mailer.notification(
         template: 'user_invite',
@@ -261,8 +262,6 @@ class UsersController < ApplicationController
   # @response_message 200 [User] Updated User record.
   # @response_message 401        Invalid session.
   def update
-    check_attributes_by_current_user_permission(params)
-
     user = User.find(params[:id])
     access!(user, 'change')
 
@@ -273,19 +272,11 @@ class UsersController < ApplicationController
       clean_params = User.param_cleanup(clean_params, true)
       user.update!(clean_params)
 
-      # only allow Admin's
-      if current_user.permissions?('admin.user') && (params[:role_ids] || params[:roles])
-        user.associations_from_param(role_ids: params[:role_ids], roles: params[:roles])
-      end
+      # presence and permissions were checked via `check_attributes_by_current_user_permission`
+      privileged_attributes = params.slice(:role_ids, :roles, :group_ids, :groups, :organization_ids, :organizations)
 
-      # only allow Admin's
-      if current_user.permissions?('admin.user') && (params[:group_ids] || params[:groups])
-        user.associations_from_param(group_ids: params[:group_ids], groups: params[:groups])
-      end
-
-      # only allow Admin's and Agent's
-      if current_user.permissions?(['admin.user', 'ticket.agent']) && (params[:organization_ids] || params[:organizations])
-        user.associations_from_param(organization_ids: params[:organization_ids], organizations: params[:organizations])
+      if privileged_attributes.present?
+        user.associations_from_param(privileged_attributes)
       end
     end
 
@@ -1118,5 +1109,4 @@ curl http://localhost/api/v1/users/avatar -v -u #{login}:#{password} -H "Content
     end
     true
   end
-
 end
diff --git a/app/models/role.rb b/app/models/role.rb
index 49989c510..743a3fc06 100644
--- a/app/models/role.rb
+++ b/app/models/role.rb
@@ -136,18 +136,13 @@ returns
   private_class_method
 
   def self.permission_ids_by_name(keys)
-    if keys.class != Array
-      keys = [keys]
-    end
-    permission_ids = []
-    keys.each do |key|
+    Array(keys).each_with_object([]) do |key, result|
       ::Permission.with_parents(key).each do |local_key|
         permission = ::Permission.lookup(name: local_key)
         next if !permission
-        permission_ids.push permission.id
+        result.push permission.id
       end
     end
-    permission_ids
   end
 
   private
diff --git a/app/models/user/checks_access.rb b/app/models/user/checks_access.rb
index 3dfdd48dc..b62f0bb9a 100644
--- a/app/models/user/checks_access.rb
+++ b/app/models/user/checks_access.rb
@@ -13,19 +13,10 @@ class User
     #  #=> true
     #
     # @return [Boolean]
-    def access?(user, _access)
-
-      # check agent
-      return true if user.permissions?('admin.user')
-      return true if user.permissions?('ticket.agent')
-
-      # check customer
-      if user.permissions?('ticket.customer')
-        # access ok if its own user
-        return id == user.id
-      end
-
-      false
+    def access?(requester, access)
+      # full admins can do whatever they want
+      return true if requester.permissions?('admin')
+      send("#{access}able_by?".to_sym, requester)
     end
 
     # Checks the given access of a given user for another user and fails with an exception.
@@ -42,5 +33,37 @@ class User
       return if access?(user, access)
       raise Exceptions::NotAuthorized
     end
+
+    private
+
+    def readable_by?(requester)
+      return true if own_account?(requester)
+      return true if requester.permissions?('admin.*')
+      return true if requester.permissions?('ticket.agent')
+      # check same organization for customers
+      return false if !requester.permissions?('ticket.customer')
+      same_organization?(requester)
+    end
+
+    def changeable_by?(requester)
+      return true if requester.permissions?('admin.user')
+      # allow agents to change customers
+      return false if !requester.permissions?('ticket.agent')
+      permissions?('ticket.customer')
+    end
+
+    def deleteable_by?(requester)
+      requester.permissions?('admin.user')
+    end
+
+    def own_account?(requester)
+      id == requester.id
+    end
+
+    def same_organization?(requester)
+      return false if organization_id.blank?
+      return false if requester.organization_id.blank?
+      organization_id == requester.organization_id
+    end
   end
 end
diff --git a/script/build/test_slice_tests.sh b/script/build/test_slice_tests.sh
index 7fd644c28..af19f1fc3 100755
--- a/script/build/test_slice_tests.sh
+++ b/script/build/test_slice_tests.sh
@@ -19,6 +19,7 @@ if [ "$LEVEL" == '1' ]; then
   rm test/browser/admin_overview_test.rb
   rm test/browser/admin_role_test.rb
   # test/browser/agent_navigation_and_title_test.rb
+  # test/browser/agent_organization_profile_test.rb
   rm test/browser/agent_ticket_attachment_test.rb
   rm test/browser/agent_ticket_auto_assignment_test.rb
   rm test/browser/agent_ticket_create_reset_customer_selection_test.rb
@@ -63,6 +64,7 @@ if [ "$LEVEL" == '1' ]; then
   # test/browser/taskbar_session_test.rb
   # test/browser/taskbar_task_test.rb
   # test/browser/translation_test.rb
+  rm test/browser/user_access_permissions_test.rb
   rm test/browser/user_switch_cache_test.rb
 
 elif [ "$LEVEL" == '2' ]; then
@@ -124,7 +126,8 @@ elif [ "$LEVEL" == '2' ]; then
   rm test/browser/taskbar_session_test.rb
   rm test/browser/taskbar_task_test.rb
   rm test/browser/translation_test.rb
-  #rm test/browser/user_switch_cache_test.rb
+  # test/browser/user_access_permissions_test.rb
+  # test/browser/user_switch_cache_test.rb
 
 elif [ "$LEVEL" == '3' ]; then
   echo "slicing level 3"
@@ -185,6 +188,7 @@ elif [ "$LEVEL" == '3' ]; then
   rm test/browser/taskbar_session_test.rb
   rm test/browser/taskbar_task_test.rb
   rm test/browser/translation_test.rb
+  rm test/browser/user_access_permissions_test.rb
   rm test/browser/user_switch_cache_test.rb
 
 elif [ "$LEVEL" == '4' ]; then
@@ -246,6 +250,7 @@ elif [ "$LEVEL" == '4' ]; then
   rm test/browser/taskbar_session_test.rb
   rm test/browser/taskbar_task_test.rb
   rm test/browser/translation_test.rb
+  rm test/browser/user_access_permissions_test.rb
   rm test/browser/user_switch_cache_test.rb
 
 elif [ "$LEVEL" == '5' ]; then
@@ -261,7 +266,7 @@ elif [ "$LEVEL" == '5' ]; then
   # test/browser/admin_overview_test.rb
   rm test/browser/admin_role_test.rb
   rm test/browser/agent_navigation_and_title_test.rb
-  # test/browser/agent_organization_profile_test.rb
+  rm test/browser/agent_organization_profile_test.rb
   rm test/browser/agent_ticket_attachment_test.rb
   rm test/browser/agent_ticket_auto_assignment_test.rb
   rm test/browser/agent_ticket_create_reset_customer_selection_test.rb
@@ -306,6 +311,7 @@ elif [ "$LEVEL" == '5' ]; then
   rm test/browser/taskbar_session_test.rb
   rm test/browser/taskbar_task_test.rb
   rm test/browser/translation_test.rb
+  rm test/browser/user_access_permissions_test.rb
   rm test/browser/user_switch_cache_test.rb
 
 elif [ "$LEVEL" == '6' ]; then
@@ -369,6 +375,7 @@ elif [ "$LEVEL" == '6' ]; then
   rm test/browser/taskbar_session_test.rb
   rm test/browser/taskbar_task_test.rb
   rm test/browser/translation_test.rb
+  rm test/browser/user_access_permissions_test.rb
   rm test/browser/user_switch_cache_test.rb
 
 else
diff --git a/spec/controllers/users_controller_spec.rb b/spec/controllers/users_controller_spec.rb
new file mode 100644
index 000000000..ca943e478
--- /dev/null
+++ b/spec/controllers/users_controller_spec.rb
@@ -0,0 +1,676 @@
+require 'rails_helper'
+
+RSpec.describe UsersController, type: :controller do
+
+  let(:role_with_admin_user_permissions) do
+    create(:role).tap do |role|
+      role.permission_grant('admin.user')
+    end
+  end
+  let(:admin_with_admin_user_permissions) { create(:user, roles: [role_with_admin_user_permissions]) }
+
+  let(:role_without_admin_user_permissions) do
+    create(:role).tap do |role|
+      role.permission_grant('admin.tag')
+    end
+  end
+  let(:admin_without_admin_user_permissions) { create(:user, roles: [role_without_admin_user_permissions]) }
+
+  describe 'POST #create' do
+
+    let(:attributes) { attributes_params_for(:user) }
+
+    it 'responds unauthorized for customer' do
+      requester = create(:customer_user)
+      authenticated_as(requester)
+
+      expect do
+        post :create, params: attributes
+      end.to not_change {
+        User.count
+      }
+
+      expect(response).to have_http_status(:unauthorized)
+    end
+
+    context 'privileged attributes' do
+
+      context 'group assignment' do
+
+        # group access assignment is in general only valid for agents
+        # see HasGroups.groups_access_permission?
+        let(:agent_attributes) do
+          attributes.merge(
+            roles: Role.where(name: 'Agent').map(&:name),
+          )
+        end
+
+        shared_examples 'group assignment' do |map_method_id|
+
+          it 'responds success for admin.user' do
+            authenticated_as(admin_with_admin_user_permissions)
+
+            expect do
+              post :create, params: payload
+            end.to change {
+              User.count
+            }.by(1)
+
+            expect(response).to have_http_status(:success)
+            expect(User.last.send(map_method_id)).to eq(send(map_method_id))
+          end
+
+          it 'responds unauthorized for sub admin without admin.user' do
+            authenticated_as(admin_without_admin_user_permissions)
+
+            expect do
+              post :create, params: payload
+            end.to not_change {
+              User.count
+            }
+
+            expect(response).to have_http_status(:unauthorized)
+          end
+
+          it 'responds successful for agent but removes assignment' do
+            requester = create(:agent_user)
+            authenticated_as(requester)
+
+            expect do
+              post :create, params: payload
+            end.to change {
+              User.count
+            }.by(1)
+
+            expect(response).to have_http_status(:success)
+            expect(User.last.send(map_method_id)).to be_blank
+          end
+        end
+
+        context 'parameter groups' do
+
+          let(:group_names_access_map) do
+            Group.all.map { |g| [g.name, ['full']] }.to_h
+          end
+
+          let(:payload) do
+            agent_attributes.merge(
+              groups: group_names_access_map,
+            )
+          end
+
+          it_behaves_like 'group assignment', :group_names_access_map
+        end
+
+        context 'parameter group_ids' do
+
+          let(:group_ids_access_map) do
+            Group.all.map { |g| [g.id, ['full']] }.to_h
+          end
+
+          let(:payload) do
+            agent_attributes.merge(
+              group_ids: group_ids_access_map,
+            )
+          end
+
+          it_behaves_like 'group assignment', :group_ids_access_map
+        end
+      end
+
+      context 'role assignment' do
+
+        shared_examples 'role assignment' do
+
+          let(:privileged) { Role.where(name: 'Admin') }
+
+          it 'responds success for admin.user' do
+            authenticated_as(admin_with_admin_user_permissions)
+
+            expect do
+              post :create, params: payload
+            end.to change {
+              User.count
+            }.by(1)
+
+            expect(response).to have_http_status(:success)
+            expect(User.last.roles).to eq(privileged)
+          end
+
+          it 'responds unauthorized for sub admin without admin.user' do
+            authenticated_as(admin_without_admin_user_permissions)
+
+            expect do
+              post :create, params: payload
+            end.to not_change {
+              User.count
+            }
+
+            expect(response).to have_http_status(:unauthorized)
+          end
+
+          it 'responds successful for agent but removes assignment' do
+            requester = create(:agent_user)
+            authenticated_as(requester)
+
+            expect do
+              post :create, params: payload
+            end.to change {
+              User.count
+            }.by(1)
+
+            expect(response).to have_http_status(:success)
+            expect(User.last.roles).to eq(Role.signup_roles)
+          end
+        end
+
+        context 'parameter roles' do
+          let(:payload) do
+            attributes.merge(
+              roles: privileged.map(&:name),
+            )
+          end
+
+          it_behaves_like 'role assignment'
+        end
+
+        context 'parameter role_ids' do
+          let(:payload) do
+            attributes.merge(
+              role_ids: privileged.map(&:id),
+            )
+          end
+
+          it_behaves_like 'role assignment'
+        end
+      end
+    end
+  end
+
+  describe 'PUT #update' do
+
+    def authorized_update_request(requester:, requested:)
+      authenticated_as(requester)
+
+      expect do
+        put :update, params: cleaned_params_for(requested).merge(firstname: 'Changed')
+      end.to change {
+        requested.reload.firstname
+      }
+
+      expect(response).to have_http_status(:success)
+    end
+
+    def unauthorized_update_request(requester:, requested:)
+      authenticated_as(requester)
+
+      expect do
+        put :update, params: cleaned_params_for(requested).merge(firstname: 'Changed')
+      end.to not_change {
+        requested.reload.attributes
+      }
+
+      expect(response).to have_http_status(:unauthorized)
+    end
+
+    context 'request by admin.user' do
+
+      let(:requester) { admin_with_admin_user_permissions }
+
+      it 'is successful for same admin' do
+        authorized_update_request(
+          requester: requester,
+          requested: requester,
+        )
+      end
+
+      it 'is successful for other admin' do
+        authorized_update_request(
+          requester: requester,
+          requested: create(:admin_user),
+        )
+      end
+
+      it 'is successful for agent' do
+        authorized_update_request(
+          requester: requester,
+          requested: create(:agent_user),
+        )
+      end
+
+      it 'is successful for customer' do
+        authorized_update_request(
+          requester: requester,
+          requested: create(:customer_user),
+        )
+      end
+    end
+
+    context 'request by sub admin without admin.user' do
+
+      let(:requester) { admin_without_admin_user_permissions }
+
+      it 'is unauthorized for same admin' do
+        unauthorized_update_request(
+          requester: requester,
+          requested: requester,
+        )
+      end
+
+      it 'is unauthorized for other admin' do
+        unauthorized_update_request(
+          requester: requester,
+          requested: create(:admin_user),
+        )
+      end
+
+      it 'is unauthorized for agent' do
+        unauthorized_update_request(
+          requester: requester,
+          requested: create(:agent_user),
+        )
+      end
+
+      it 'is unauthorized for customer' do
+        unauthorized_update_request(
+          requester: requester,
+          requested: create(:customer_user),
+        )
+      end
+    end
+
+    context 'request by agent' do
+
+      let(:requester) { create(:agent_user) }
+
+      it 'is unauthorized for admin' do
+        unauthorized_update_request(
+          requester: requester,
+          requested: create(:admin_user),
+        )
+      end
+
+      it 'is unauthorized same agent' do
+        unauthorized_update_request(
+          requester: requester,
+          requested: requester,
+        )
+      end
+
+      it 'is unauthorized for other agent' do
+        unauthorized_update_request(
+          requester: requester,
+          requested: create(:agent_user),
+        )
+      end
+
+      it 'is successful for customer' do
+        authorized_update_request(
+          requester: requester,
+          requested: create(:customer_user),
+        )
+      end
+    end
+
+    context 'request by customer' do
+
+      let(:requester) { create(:customer_user) }
+
+      it 'is unauthorized for admin' do
+        unauthorized_update_request(
+          requester: requester,
+          requested: create(:admin_user),
+        )
+      end
+
+      it 'is unauthorized for agent' do
+        unauthorized_update_request(
+          requester: requester,
+          requested: create(:agent_user),
+        )
+      end
+
+      it 'is unauthorized for same customer' do
+        unauthorized_update_request(
+          requester: requester,
+          requested: requester,
+        )
+      end
+
+      it 'is unauthorized for other customer' do
+        unauthorized_update_request(
+          requester: requester,
+          requested: create(:customer_user),
+        )
+      end
+
+      it 'is unauthorized for same organization' do
+        same_organization = create(:organization)
+
+        requester.update!(organization: same_organization)
+
+        unauthorized_update_request(
+          requester: requester,
+          requested: create(:customer_user, organization: same_organization),
+        )
+      end
+    end
+
+    context 'privileged attributes' do
+
+      let(:requested) { create(:user) }
+      let(:attribute) { privileged.keys.first }
+      let(:payload) { cleaned_params_for(requested).merge(privileged) }
+
+      def value_of_attribute
+        # we need to call .to_a otherwise Rails will load the
+        # ActiveRecord::Associations::CollectionProxy
+        # on comparsion which is to late
+        requested.reload.public_send(attribute).to_a
+      end
+
+      shared_examples 'admin types requests' do
+
+        it 'responds success for admin.user' do
+          authenticated_as(admin_with_admin_user_permissions)
+
+          expect do
+            put :update, params: payload
+          end.to change {
+            value_of_attribute
+          }
+          expect(response).to have_http_status(:success)
+        end
+
+        it 'responds unauthorized for sub admin without admin.user' do
+          authenticated_as(admin_without_admin_user_permissions)
+
+          expect do
+            put :update, params: payload
+          end.to not_change {
+            value_of_attribute
+          }
+
+          expect(response).to have_http_status(:unauthorized)
+        end
+      end
+
+      shared_examples 'permitted agent update' do
+
+        it 'responds successful for agent but removes assignment' do
+          requester = create(:agent_user)
+          authenticated_as(requester)
+
+          expect do
+            put :update, params: payload
+          end.to change {
+            value_of_attribute
+          }
+
+          expect(response).to have_http_status(:success)
+        end
+      end
+
+      shared_examples 'forbidden agent update' do
+
+        it 'responds successful for agent but removes assignment' do
+          requester = create(:agent_user)
+          authenticated_as(requester)
+
+          expect do
+            put :update, params: payload
+          end.to not_change {
+            value_of_attribute
+          }
+
+          expect(response).to have_http_status(:success)
+        end
+      end
+
+      context 'group assignment' do
+
+        context 'parameter groups' do
+
+          let(:privileged) do
+            {
+              groups: Group.all.map { |g| [g.name, ['full']] }.to_h
+            }
+          end
+
+          it_behaves_like 'admin types requests'
+          it_behaves_like 'forbidden agent update'
+        end
+
+        context 'parameter group_ids' do
+
+          let(:privileged) do
+            {
+              group_ids: Group.all.map { |g| [g.id, ['full']] }.to_h
+            }
+          end
+
+          it_behaves_like 'admin types requests'
+          it_behaves_like 'forbidden agent update'
+        end
+      end
+
+      context 'role assignment' do
+
+        let(:admin_role) { Role.where(name: 'Admin') }
+
+        context 'parameter roles' do
+          let(:privileged) do
+            {
+              roles: admin_role.map(&:name),
+            }
+          end
+
+          it_behaves_like 'admin types requests'
+          it_behaves_like 'forbidden agent update'
+        end
+
+        context 'parameter role_ids' do
+          let(:privileged) do
+            {
+              role_ids: admin_role.map(&:id),
+            }
+          end
+
+          it_behaves_like 'admin types requests'
+          it_behaves_like 'forbidden agent update'
+        end
+      end
+
+      context 'organization assignment' do
+
+        let(:new_organizations) { create_list(:organization, 2) }
+
+        context 'parameter organizations' do
+          let(:privileged) do
+            {
+              organizations: new_organizations.map(&:name),
+            }
+          end
+
+          it_behaves_like 'admin types requests'
+          it_behaves_like 'permitted agent update'
+        end
+
+        context 'parameter organization_ids' do
+          let(:privileged) do
+            {
+              organization_ids: new_organizations.map(&:id),
+            }
+          end
+
+          it_behaves_like 'admin types requests'
+          it_behaves_like 'permitted agent update'
+        end
+      end
+    end
+  end
+
+  describe 'DELETE #destroy' do
+
+    def authorized_destroy_request(requester:, requested:)
+      authenticated_as(requester)
+
+      delete :destroy, params: { id: requested.id }
+
+      expect(response).to have_http_status(:success)
+      expect(requested).not_to exist_in_database
+    end
+
+    def unauthorized_destroy_request(requester:, requested:)
+      authenticated_as(requester)
+
+      delete :destroy, params: { id: requested.id }
+
+      expect(response).to have_http_status(:unauthorized)
+      expect(requested).to exist_in_database
+    end
+
+    context 'request by admin.user' do
+
+      let(:requester) { admin_with_admin_user_permissions }
+
+      it 'is successful for same admin' do
+        authorized_destroy_request(
+          requester: requester,
+          requested: requester,
+        )
+      end
+
+      it 'is successful for other admin' do
+        authorized_destroy_request(
+          requester: requester,
+          requested: create(:admin_user),
+        )
+      end
+
+      it 'is successful for agent' do
+        authorized_destroy_request(
+          requester: requester,
+          requested: create(:agent_user),
+        )
+      end
+
+      it 'is successful for customer' do
+        authorized_destroy_request(
+          requester: requester,
+          requested: create(:customer_user),
+        )
+      end
+    end
+
+    context 'request by sub admin without admin.user' do
+
+      let(:requester) { admin_without_admin_user_permissions }
+
+      it 'is unauthorized for same admin' do
+        unauthorized_destroy_request(
+          requester: requester,
+          requested: requester,
+        )
+      end
+
+      it 'is unauthorized for other admin' do
+        unauthorized_destroy_request(
+          requester: requester,
+          requested: create(:admin_user),
+        )
+      end
+
+      it 'is unauthorized for agent' do
+        unauthorized_destroy_request(
+          requester: requester,
+          requested: create(:agent_user),
+        )
+      end
+
+      it 'is unauthorized for customer' do
+        unauthorized_destroy_request(
+          requester: requester,
+          requested: create(:customer_user),
+        )
+      end
+    end
+
+    context 'request by agent' do
+
+      let(:requester) { create(:agent_user) }
+
+      it 'is unauthorized for admin' do
+        unauthorized_destroy_request(
+          requester: requester,
+          requested: create(:admin_user),
+        )
+      end
+
+      it 'is unauthorized same agent' do
+        unauthorized_destroy_request(
+          requester: requester,
+          requested: requester,
+        )
+      end
+
+      it 'is unauthorized for other agent' do
+        unauthorized_destroy_request(
+          requester: requester,
+          requested: create(:agent_user),
+        )
+      end
+
+      it 'is unauthorized for customer' do
+        unauthorized_destroy_request(
+          requester: requester,
+          requested: create(:customer_user),
+        )
+      end
+    end
+
+    context 'request by customer' do
+
+      let(:requester) { create(:customer_user) }
+
+      it 'is unauthorized for admin' do
+        unauthorized_destroy_request(
+          requester: requester,
+          requested: create(:admin_user),
+        )
+      end
+
+      it 'is unauthorized for agent' do
+        unauthorized_destroy_request(
+          requester: requester,
+          requested: create(:agent_user),
+        )
+      end
+
+      it 'is unauthorized for same customer' do
+        unauthorized_destroy_request(
+          requester: requester,
+          requested: requester,
+        )
+      end
+
+      it 'is unauthorized for other customer' do
+        unauthorized_destroy_request(
+          requester: requester,
+          requested: create(:customer_user),
+        )
+      end
+
+      it 'is unauthorized for same organization' do
+        same_organization = create(:organization)
+
+        requester.update!(organization: same_organization)
+
+        unauthorized_destroy_request(
+          requester: requester,
+          requested: create(:customer_user, organization: same_organization),
+        )
+      end
+    end
+  end
+end
diff --git a/spec/factories/user.rb b/spec/factories/user.rb
index 38cfeb0c9..409dc7719 100644
--- a/spec/factories/user.rb
+++ b/spec/factories/user.rb
@@ -11,7 +11,7 @@ FactoryBot.define do
     firstname     'Nicole'
     lastname      'Braun'
     email         { generate(:email) }
-    password      'zammad'
+    password      nil
     active        true
     login_failed  0
     updated_by_id 1
diff --git a/spec/lib/auth/internal_spec.rb b/spec/lib/auth/internal_spec.rb
index cfddfb2e8..12059ec87 100644
--- a/spec/lib/auth/internal_spec.rb
+++ b/spec/lib/auth/internal_spec.rb
@@ -3,14 +3,15 @@ require 'lib/auth/backend_examples'
 
 RSpec.describe Auth::Internal do
 
-  let(:user) { create(:user) }
+  let(:password) { 'zammad' }
+  let(:user) { create(:user, password: password) }
   let(:instance) { described_class.new({ adapter: described_class.name }) }
 
   context '#valid?' do
     it_behaves_like 'Auth backend'
 
     it 'authenticates via password' do
-      result = instance.valid?(user, 'zammad')
+      result = instance.valid?(user, password)
       expect(result).to be true
     end
 
@@ -21,17 +22,16 @@ RSpec.describe Auth::Internal do
 
     it 'converts legacy sha2 passwords' do
 
-      pw_plain = 'zammad'
-      sha2_pw  = PasswordHash.sha2(pw_plain)
-      user     = create(:user, password: sha2_pw)
+      sha2 = PasswordHash.sha2(password)
+      user = create(:user, password: sha2)
 
       expect(PasswordHash.crypted?(user.password)).to be true
-      expect(PasswordHash.legacy?(user.password, pw_plain)).to be true
+      expect(PasswordHash.legacy?(user.password, password)).to be true
 
-      result = instance.valid?(user, pw_plain)
+      result = instance.valid?(user, password)
       expect(result).to be true
 
-      expect(PasswordHash.legacy?(user.password, pw_plain)).to be false
+      expect(PasswordHash.legacy?(user.password, password)).to be false
       expect(PasswordHash.crypted?(user.password)).to be true
     end
   end
diff --git a/spec/lib/auth_spec.rb b/spec/lib/auth_spec.rb
index 6bc122b12..edd795cc3 100644
--- a/spec/lib/auth_spec.rb
+++ b/spec/lib/auth_spec.rb
@@ -40,8 +40,9 @@ RSpec.describe Auth do
     end
 
     it 'authenticates users' do
-      user   = create(:user)
-      result = described_class.valid?(user, 'zammad')
+      password = 'zammad'
+      user     = create(:user, password: password)
+      result   = described_class.valid?(user, password)
       expect(result).to be true
     end
   end
diff --git a/spec/models/user_spec.rb b/spec/models/user_spec.rb
index 79aa14f33..73277580a 100644
--- a/spec/models/user_spec.rb
+++ b/spec/models/user_spec.rb
@@ -95,8 +95,9 @@ RSpec.describe User do
   context '.authenticate' do
 
     it 'authenticates by username and password' do
-      user   = create(:user)
-      result = described_class.authenticate(user.login, 'zammad')
+      password = 'zammad'
+      user     = create(:user, password: password)
+      result   = described_class.authenticate(user.login, password)
       expect(result).to be_an(User)
     end
 
@@ -158,7 +159,7 @@ RSpec.describe User do
     end
   end
 
-  context '.password_reset_via_token' do
+  context '#password_reset_via_token' do
 
     it 'changes the password of the token user and destroys the token' do
       token = create(:token_password_reset)
@@ -191,4 +192,342 @@ RSpec.describe User do
       }
     end
   end
+
+  context '.access?' do
+
+    let(:role_with_admin_user_permissions) do
+      create(:role).tap do |role|
+        role.permission_grant('admin.user')
+      end
+    end
+    let(:admin_with_admin_user_permissions) { create(:user, roles: [role_with_admin_user_permissions]) }
+
+    let(:role_without_admin_user_permissions) do
+      create(:role).tap do |role|
+        role.permission_grant('admin.tag')
+      end
+    end
+    let(:admin_without_admin_user_permissions) { create(:user, roles: [role_without_admin_user_permissions]) }
+
+    context 'read' do
+
+      context 'admin' do
+
+        let(:requested) { create(:admin_user) }
+
+        it 'is possible for admin.user' do
+          requester = admin_with_admin_user_permissions
+          access    = requested.access?(requester, 'read')
+          expect(access).to be(true)
+        end
+
+        it 'is possible for sub admin without admin.user' do
+          requester = admin_without_admin_user_permissions
+          access    = requested.access?(requester, 'read')
+          expect(access).to be(true)
+        end
+
+        it 'is possible for agent' do
+          requester = create(:agent_user)
+          access    = requested.access?(requester, 'read')
+          expect(access).to be(true)
+        end
+
+        it 'is not possible for customer' do
+          requester = create(:customer_user)
+          access    = requested.access?(requester, 'read')
+          expect(access).to be(false)
+        end
+      end
+
+      context 'agent' do
+
+        let(:requested) { create(:agent_user) }
+
+        it 'is possible for admin.user' do
+          requester = admin_with_admin_user_permissions
+          access    = requested.access?(requester, 'read')
+          expect(access).to be(true)
+        end
+
+        it 'is possible for sub admin without admin.user' do
+          requester = admin_without_admin_user_permissions
+          access    = requested.access?(requester, 'read')
+          expect(access).to be(true)
+        end
+
+        it 'is possible for agent' do
+          requester = create(:agent_user)
+          access    = requested.access?(requester, 'read')
+          expect(access).to be(true)
+        end
+
+        it 'is not possible for customer' do
+          requester = create(:customer_user)
+          access    = requested.access?(requester, 'read')
+          expect(access).to be(false)
+        end
+      end
+
+      context 'customer' do
+
+        let(:requested) { create(:customer_user) }
+
+        it 'is possible for admin.user' do
+          requester = admin_with_admin_user_permissions
+          access    = requested.access?(requester, 'read')
+          expect(access).to be(true)
+        end
+
+        it 'is possible for sub admin without admin.user' do
+          requester = admin_without_admin_user_permissions
+          access    = requested.access?(requester, 'read')
+          expect(access).to be(true)
+        end
+
+        it 'is possible for agent' do
+          requester = create(:agent_user)
+          access    = requested.access?(requester, 'read')
+          expect(access).to be(true)
+
+        end
+
+        it 'is possible for same customer' do
+          access = requested.access?(requested, 'read')
+          expect(access).to be(true)
+        end
+
+        it 'is possible for same organization' do
+          organization = create(:organization)
+          requester    = create(:customer_user, organization: organization)
+          requested.update!(organization: organization)
+          access = requested.access?(requester, 'read')
+          expect(access).to be(true)
+        end
+
+        it 'is not possible for different customer' do
+          requester = create(:customer_user)
+          access    = requested.access?(requester, 'read')
+          expect(access).to be(false)
+        end
+      end
+    end
+
+    context 'change' do
+
+      context 'admin' do
+
+        let(:requested) { create(:admin_user) }
+
+        it 'is possible for admin.user' do
+          requester = admin_with_admin_user_permissions
+          access    = requested.access?(requester, 'change')
+          expect(access).to be(true)
+        end
+
+        it 'is not possible for sub admin without admin.user' do
+          requester = admin_without_admin_user_permissions
+          access    = requested.access?(requester, 'change')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for same for sub admin without admin.user' do
+          access = admin_without_admin_user_permissions.access?(admin_without_admin_user_permissions, 'change')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for agent' do
+          requester = create(:agent_user)
+          access    = requested.access?(requester, 'change')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for customer' do
+          requester = create(:customer_user)
+          access    = requested.access?(requester, 'change')
+          expect(access).to be(false)
+        end
+      end
+
+      context 'agent' do
+
+        let(:requested) { create(:agent_user) }
+
+        it 'is possible for admin.user' do
+          requester = admin_with_admin_user_permissions
+          access    = requested.access?(requester, 'change')
+          expect(access).to be(true)
+        end
+
+        it 'is not possible for sub admin without admin.user' do
+          requester = admin_without_admin_user_permissions
+          access    = requested.access?(requester, 'change')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for same agent' do
+          access = requested.access?(requested, 'change')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for other agent' do
+          requester = create(:agent_user)
+          access    = requested.access?(requester, 'change')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for customer' do
+          requester = create(:customer_user)
+          access    = requested.access?(requester, 'change')
+          expect(access).to be(false)
+        end
+      end
+
+      context 'customer' do
+
+        let(:requested) { create(:customer_user) }
+
+        it 'is possible for admin.user' do
+          requester = admin_with_admin_user_permissions
+          access    = requested.access?(requester, 'change')
+          expect(access).to be(true)
+        end
+
+        it 'is not possible for sub admin without admin.user' do
+          requester = admin_without_admin_user_permissions
+          access    = requested.access?(requester, 'change')
+          expect(access).to be(false)
+        end
+
+        it 'is possible for agent' do
+          requester = create(:agent_user)
+          access    = requested.access?(requester, 'change')
+          expect(access).to be(true)
+
+        end
+
+        it 'is not possible for same customer' do
+          access = requested.access?(requested, 'change')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for same organization' do
+          organization = create(:organization)
+          requester    = create(:customer_user, organization: organization)
+          requested.update!(organization: organization)
+          access = requested.access?(requester, 'change')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for different customer' do
+          requester = create(:customer_user)
+          access    = requested.access?(requester, 'change')
+          expect(access).to be(false)
+        end
+      end
+    end
+
+    context 'delete' do
+
+      context 'admin' do
+
+        let(:requested) { create(:admin_user) }
+
+        it 'is possible for admin.user' do
+          requester = admin_with_admin_user_permissions
+          access    = requested.access?(requester, 'delete')
+          expect(access).to be(true)
+        end
+
+        it 'is not possible for sub admin without admin.user' do
+          requester = admin_without_admin_user_permissions
+          access    = requested.access?(requester, 'delete')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for agent' do
+          requester = create(:agent_user)
+          access    = requested.access?(requester, 'delete')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for customer' do
+          requester = create(:customer_user)
+          access    = requested.access?(requester, 'delete')
+          expect(access).to be(false)
+        end
+      end
+
+      context 'agent' do
+
+        let(:requested) { create(:agent_user) }
+
+        it 'is possible for admin.user' do
+          requester = admin_with_admin_user_permissions
+          access    = requested.access?(requester, 'delete')
+          expect(access).to be(true)
+        end
+
+        it 'is not possible for sub admin without admin.user' do
+          requester = admin_without_admin_user_permissions
+          access    = requested.access?(requester, 'delete')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for agent' do
+          requester = create(:agent_user)
+          access    = requested.access?(requester, 'delete')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for customer' do
+          requester = create(:customer_user)
+          access    = requested.access?(requester, 'delete')
+          expect(access).to be(false)
+        end
+      end
+
+      context 'customer' do
+
+        let(:requested) { create(:customer_user) }
+
+        it 'is possible for admin.user' do
+          requester = admin_with_admin_user_permissions
+          access    = requested.access?(requester, 'delete')
+          expect(access).to be(true)
+        end
+
+        it 'is not possible for sub admin without admin.user' do
+          requester = admin_without_admin_user_permissions
+          access    = requested.access?(requester, 'delete')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for agent' do
+          requester = create(:agent_user)
+          access    = requested.access?(requester, 'delete')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for same customer' do
+          access = requested.access?(requested, 'delete')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for same organization' do
+          organization = create(:organization)
+          requester    = create(:customer_user, organization: organization)
+          requested.update!(organization: organization)
+          access = requested.access?(requester, 'delete')
+          expect(access).to be(false)
+        end
+
+        it 'is not possible for different customer' do
+          requester = create(:customer_user)
+          access    = requested.access?(requester, 'delete')
+          expect(access).to be(false)
+        end
+      end
+    end
+  end
 end
diff --git a/spec/support/avatar_check.rb b/spec/support/avatar_check.rb
new file mode 100644
index 000000000..6cafabc93
--- /dev/null
+++ b/spec/support/avatar_check.rb
@@ -0,0 +1,26 @@
+module ZammadSpecSupportAvatarCheck
+
+  def self.included(base)
+
+    # Execute in RSpec class context
+    base.class_exec do
+
+      # This method disables the avatar for email check for all examples.
+      #  It's possible to re-enable the check by adding the
+      #  meta tag `perform_avatar_for_email_check` to the needing example:
+      #
+      # @example
+      #  it 'does stuff with avatar check', perform_avatar_for_email_check: true do
+      #
+      before(:each) do |example|
+        if !example.metadata[:perform_avatar_for_email_check]
+          allow(Avatar).to receive(:auto_detection).and_return(false)
+        end
+      end
+    end
+  end
+end
+
+RSpec.configure do |config|
+  config.include ZammadSpecSupportAvatarCheck
+end
diff --git a/spec/support/controller.rb b/spec/support/controller.rb
new file mode 100644
index 000000000..28dfebebc
--- /dev/null
+++ b/spec/support/controller.rb
@@ -0,0 +1,89 @@
+module ZammadSpecSupportController
+
+  # Authenticates all requests of the current example as the given user.
+  #
+  # @example
+  #  authenticated_as(some_admin_user)
+  #
+  # @return nil
+  def authenticated_as(user)
+    session[:user_id] = user.id
+  end
+
+  # Provides a Hash of attributes for the given FactoryBot
+  #  factory parameters which can be used as the params payload.
+  #  Note that the attributes are "cleaned" so no created_by_id etc.
+  #  is present.
+  #
+  # @see FactoryBot#attributes_for
+  #
+  # @example
+  #  attributes_params_for(:admin_user, email: 'custom@example.com')
+  #  # => {firstname: 'Nicole', email: 'custom@example.com', ...}
+  #
+  # @return [Hash{Symbol => <String, Array, Hash>}] request cleaned attributes
+  def attributes_params_for(*args)
+    filter_unused_params(attributes_for(*args))
+  end
+
+  # Provides a Hash of attributes for the given Model instance which can
+  #  be used as the params payload.
+  #  Note that the attributes are "cleaned" so no created_by_id etc.
+  #  is present.
+  #
+  # @param [Hash] instance An ActiveRecord instance
+  #
+  # @example
+  #  cleaned_params_for(some_admin_user)
+  #  # => {firstname: 'Nicole', email: 'admin@example.com', ...}
+  #
+  # @return [Hash{Symbol => <String, Array, Hash>}] request cleaned attributes
+  def cleaned_params_for(instance)
+    filter_unused_params(instance.attributes)
+  end
+
+  # This is a self explaining internal method.
+  #
+  # @see ApplicationModel#filter_unused_params
+  def filter_unused_params(unfiltered)
+    # let's get private
+    ApplicationModel.send(:filter_unused_params, unfiltered)
+  end
+
+  def self.included(base)
+
+    # Execute in RSpec class context
+    base.class_exec do
+
+      # This method disables the CSRF token validation for all controller
+      #  examples. It's possible to re-enable the check by adding the
+      #  meta tag `verify_csrf_token` to the needing example:
+      #
+      # @example
+      #  it 'does stuff with verified CSRF token', verify_csrf_token: true do
+      #
+      before(:each) do |example|
+        if !example.metadata[:verify_csrf_token]
+          allow(controller).to receive(:verify_csrf_token).and_return(true)
+        end
+      end
+
+      # This method disables the user device check for all controller
+      #  examples. It's possible to re-enable the check by adding the
+      #  meta tag `perform_user_device_check` to the needing example:
+      #
+      # @example
+      #  it 'does stuff with user device check', perform_user_device_check: true do
+      #
+      before(:each) do |example|
+        if !example.metadata[:perform_user_device_check]
+          session[:user_device_updated_at] = Time.zone.now
+        end
+      end
+    end
+  end
+end
+
+RSpec.configure do |config|
+  config.include ZammadSpecSupportController, type: :controller
+end
diff --git a/spec/support/custom_matchers.rb b/spec/support/custom_matchers.rb
new file mode 100644
index 000000000..d497f5008
--- /dev/null
+++ b/spec/support/custom_matchers.rb
@@ -0,0 +1,7 @@
+# taken from https://makandracards.com/makandra/1080-rspec-matcher-to-check-if-an-activerecord-exists-in-the-database
+RSpec::Matchers.define :exist_in_database do
+
+  match do |actual|
+    actual.class.exists?(actual.id)
+  end
+end
diff --git a/spec/support/user_info.rb b/spec/support/user_info.rb
new file mode 100644
index 000000000..5f2f0d152
--- /dev/null
+++ b/spec/support/user_info.rb
@@ -0,0 +1,28 @@
+# This module registers a before and after each hook callback that
+# resets the stored current_user_id in the UserInfo which will otherwise
+# persists across multiple examples.
+# This can lead to issues where actions were performed by a user created
+# via a FactoryBot factory which will get removed after the example is
+# completed. The UserInfo.current_user_id will persist which leads to e.g.
+# DB ForeignKey violation errors.
+module ZammadSpecSupportUserInfo
+
+  def self.included(base)
+
+    # Execute in RSpec class context
+    base.class_exec do
+
+      before(:each) do |_example|
+        UserInfo.current_user_id = nil
+      end
+
+      after(:each) do |_example|
+        UserInfo.current_user_id = nil
+      end
+    end
+  end
+end
+
+RSpec.configure do |config|
+  config.include ZammadSpecSupportUserInfo
+end
diff --git a/test/browser/agent_ticket_attachment_test.rb b/test/browser/agent_ticket_attachment_test.rb
index e309ca91c..87aec7d59 100644
--- a/test/browser/agent_ticket_attachment_test.rb
+++ b/test/browser/agent_ticket_attachment_test.rb
@@ -38,6 +38,10 @@ class AgentTicketAttachmentTest < TestCase
     #alert.accept()
     #alert = alert.text
 
+    # since selenium webdriver with firefox is not able to upload files, skipp here
+    # https://github.com/w3c/webdriver/issues/1230
+    return if browser == 'firefox'
+
     # add attachment, attachment check should quiet
     file_upload(
       css:   '.content.active .attachmentPlaceholder-inputHolder input',
@@ -112,7 +116,7 @@ class AgentTicketAttachmentTest < TestCase
     )
 
     # check content and edit screen in instance 1
-    match(
+    watch_for(
       css: '.content.active div.ticket-article',
       value: 'test 6 - ticket 1-1',
     )
diff --git a/test/browser/chat_test.rb b/test/browser/chat_test.rb
index f7ea8a66e..7238a3271 100644
--- a/test/browser/chat_test.rb
+++ b/test/browser/chat_test.rb
@@ -138,7 +138,7 @@ class ChatTest < TestCase
     # init chat
     click(
       browser: customer,
-      css: '.js-chat-open',
+      css: '.zammad-chat .js-chat-open',
     )
     exists(
       browser: customer,
@@ -156,7 +156,7 @@ class ChatTest < TestCase
     )
     click(
       browser: customer,
-      css: '.js-chat-toggle',
+      css: '.zammad-chat .js-chat-toggle .zammad-chat-header-icon',
     )
     watch_for_disappear(
       browser: customer,
@@ -274,7 +274,7 @@ class ChatTest < TestCase
     )
     click(
       browser: customer,
-      css: '.js-chat-toggle',
+      css: '.js-chat-toggle .zammad-chat-header-icon',
     )
     watch_for(
       browser: agent,
@@ -401,7 +401,7 @@ class ChatTest < TestCase
     )
     click(
       browser: customer,
-      css: '.zammad-chat .js-chat-toggle',
+      css: '.zammad-chat .js-chat-toggle .zammad-chat-header-icon',
     )
     watch_for_disappear(
       browser: customer,
@@ -412,7 +412,7 @@ class ChatTest < TestCase
     sleep 2
     click(
       browser: customer,
-      css: '.js-chat-open',
+      css: '.zammad-chat .js-chat-open',
     )
     exists(
       browser: customer,
@@ -581,7 +581,7 @@ class ChatTest < TestCase
     )
     click(
       browser: customer,
-      css: '.js-chat-toggle',
+      css: '.zammad-chat .js-chat-toggle .zammad-chat-header-icon',
     )
     watch_for(
       browser: agent,
diff --git a/test/browser/switch_to_user_test.rb b/test/browser/switch_to_user_test.rb
index 6c953d111..b060c3d4e 100644
--- a/test/browser/switch_to_user_test.rb
+++ b/test/browser/switch_to_user_test.rb
@@ -20,7 +20,8 @@ class SwitchToUserTest < TestCase
     )
     sleep 3
 
-    @browser.mouse.move_to(@browser.find_elements({ css: '.content.active .table-overview tbody tr:first-child' } )[0])
+    @browser.action.move_to(@browser.find_elements({ css: '.content.active .table-overview tbody tr:first-child' } )[0]).release.perform
+
     sleep 0.5
     click(
       css: '.content.active .icon-switchView',
diff --git a/test/browser/user_access_permissions_test.rb b/test/browser/user_access_permissions_test.rb
new file mode 100644
index 000000000..b1de8db0f
--- /dev/null
+++ b/test/browser/user_access_permissions_test.rb
@@ -0,0 +1,376 @@
+require 'browser_test_helper'
+
+class AgentProfilePermissionsTest < TestCase
+  def test_agent_to_edit_customer_profile
+    @browser = browser_instance
+    login(
+      username: 'agent1@example.com',
+      password: 'test',
+      url: browser_url,
+    )
+    tasks_close_all()
+
+    # search and open user
+    user_open_by_search(value: 'Braun')
+
+    verify_task(
+      data: {
+        title: 'Nicole Braun',
+      }
+    )
+
+    watch_for(
+      css: '.content.active .profile-window',
+      value: 'note',
+    )
+
+    watch_for(
+      css: '.content.active .profile-window',
+      value: 'email',
+    )
+
+    # update note
+    set(
+      css: '.content.active [data-name="note"]',
+      value: 'some note 123',
+    )
+    empty_search()
+
+    # check and change note again in edit screen
+    click(css: '.content.active .js-action .icon-arrow-down', fast: true)
+    click(css: '.content.active .js-action [data-type="edit"]')
+
+    watch_for(
+      css: '.content.active .modal',
+      value: 'note',
+    )
+    watch_for(
+      css: '.content.active .modal',
+      value: 'some note 123',
+    )
+
+    set(
+      css: '.modal [name="lastname"]',
+      value: 'B2',
+    )
+    set(
+      css: '.modal [data-name="note"]',
+      value: 'some note abc',
+    )
+    click(css: '.content.active .modal button.js-submit')
+
+    watch_for(
+      css: '.content.active .profile-window',
+      value: 'some note abc',
+    )
+
+    verify_task(
+      data: {
+        title: 'Nicole B2',
+      }
+    )
+
+    # change lastname back
+    click(css: '.content.active .js-action .icon-arrow-down', fast: true)
+    click(css: '.content.active .js-action [data-type="edit"]')
+    watch_for(
+      css: '.content.active .modal',
+      value: 'note',
+    )
+    set(
+      css: '.modal [name="lastname"]',
+      value: 'Braun',
+    )
+    click(css: '.content.active .modal button.js-submit')
+
+    verify_task(
+      data: {
+        title: 'Nicole Braun',
+      }
+    )
+  end
+
+  def test_agent_edit_admin_profile
+    @browser = browser_instance
+    login(
+      username: 'agent1@example.com',
+      password: 'test',
+      url: browser_url,
+    )
+    tasks_close_all()
+
+    # search and open user
+    user_open_by_search(value: 'Test Master')
+
+    verify_task(
+      data: {
+        title: 'Test Master Agent',
+      }
+    )
+
+    watch_for(
+      css: '.content.active .profile-window',
+      value: 'note',
+    )
+    watch_for(
+      css: '.content.active .profile-window',
+      value: 'email',
+    )
+
+    empty_search()
+    sleep 2
+
+    click(css: '.content.active .js-action .icon-arrow-down', fast: true)
+
+    exists_not(
+      css: '.content.active .js-action [data-type="edit"]'
+    )
+  end
+
+  def test_agent_to_edit_admin_ticket_user_details
+    @browser = browser_instance
+    login(
+      username: 'master@example.com',
+      password: 'test',
+      url: browser_url,
+    )
+    tasks_close_all()
+
+    ticket1 = ticket_create(
+      data: {
+        customer: 'master',
+        group: 'Users',
+        title: 'test_auto_assignment_1 - ticket 1',
+        body: 'test_auto_assignment_1 - ticket 1 - no auto assignment',
+      },
+    )
+
+    tasks_close_all()
+
+    logout()
+
+    login(
+      username: 'agent1@example.com',
+      password: 'test',
+      url: browser_url,
+    )
+    tasks_close_all()
+
+    # open ticket#1
+    ticket_open_by_search(
+      number: ticket1[:number],
+    )
+
+    watch_for(
+      css: '.content.active .tabsSidebar-holder',
+      value: ticket1[:title],
+    )
+
+    click(css: '.content.active .tabsSidebar .tabsSidebar-tab[data-tab="customer"]')
+    click(css: '.content.active .sidebar[data-tab="customer"] .js-actions .dropdown-toggle')
+    exists_not(css: '.content.active .sidebar[data-tab="customer"] .js-actions [data-type="customer-edit"]')
+  end
+
+  def test_agent_to_edit_customer_ticket
+    @browser = browser_instance
+
+    login(
+      username: 'agent1@example.com',
+      password: 'test',
+      url: browser_url,
+    )
+    tasks_close_all()
+
+    ticket1 = ticket_create(
+      data: {
+        customer: 'nico',
+        group: 'Users',
+        title: 'test_auto_assignment_2 - ticket 2',
+        body: 'test_auto_assignment_2 - ticket 2 - no auto assignment',
+      },
+    )
+
+    # open ticket#1
+    ticket_open_by_search(
+      number: ticket1[:number],
+    )
+
+    click(css: '.content.active .tabsSidebar .tabsSidebar-tab[data-tab="customer"]')
+    click(css: '.content.active .sidebar[data-tab="customer"] .js-actions .dropdown-toggle')
+    click(css: '.content.active .sidebar[data-tab="customer"] .js-actions [data-type="customer-edit"]')
+
+    set(
+      css: '.modal [name="lastname"]',
+      value: 'B2',
+    )
+
+    set(
+      css: '.modal [data-name="note"]',
+      value: 'some note abc',
+    )
+
+    click(css: '.content.active .modal button.js-submit')
+
+    watch_for(
+      css: '.content.active .sidebar[data-tab="customer"] .sidebar-block [data-name="note"]',
+      value: 'some note abc',
+    )
+
+    watch_for(
+      css: '.content.active .sidebar[data-tab="customer"] .sidebar-block h3[title="Name"]',
+      value: 'Nicole B2',
+    )
+
+    sleep 2
+    # change lastname back
+    click(css: '.content.active .sidebar[data-tab="customer"] .js-actions')
+    click(css: 'li[data-type="customer-edit"]')
+
+    watch_for(
+      css: '.content.active .modal',
+      value: 'note',
+    )
+
+    set(
+      css: '.modal [name="lastname"]',
+      value: 'Braun',
+    )
+    set(
+      css: '.modal [data-name="note"]',
+      value: 'some note abc',
+    )
+    click(css: '.content.active .modal button.js-submit')
+
+    watch_for(
+      css: '.content.active .sidebar[data-tab="customer"] .sidebar-block [data-name="note"]',
+      value: 'some note abc',
+    )
+
+    watch_for(
+      css: '.content.active .sidebar[data-tab="customer"] .sidebar-block [title="Name"]',
+      value: 'Nicole Braun',
+    )
+  end
+
+  def test_agent_to_edit_customer_ticket_details
+    @browser = browser_instance
+
+    login(
+      username: 'agent1@example.com',
+      password: 'test',
+      url: browser_url,
+    )
+    tasks_close_all()
+
+    ticket1 = ticket_create(
+      data: {
+        customer: 'nico',
+        group: 'Users',
+        title: 'test_auto_assignment_2 - ticket 2',
+        body: 'test_auto_assignment_2 - ticket 2 - no auto assignment',
+      },
+    )
+
+    # open ticket#1
+    ticket_open_by_search(
+      number: ticket1[:number],
+    )
+
+    exists(css: '.content.active .tabsSidebar .tabsSidebar-tab[data-tab="customer"]')
+    exists(css: '.content.active .sidebar[data-tab="customer"] .js-actions .dropdown-toggle')
+    exists(css: '.content.active .sidebar[data-tab="customer"] .js-actions [data-type="customer-edit"]')
+
+    click(css: '.content.active .tabsSidebar-holder .js-avatar')
+
+    # check and change note again in edit screen
+    click(css: '.content.active .js-action .dropdown-toggle')
+    click(css: '.content.active .js-action [data-type="edit"]')
+
+    watch_for(
+      css: '.content.active .modal',
+      value: 'note',
+    )
+
+    set(
+      css: '.modal [name="lastname"]',
+      value: 'B2',
+    )
+    set(
+      css: '.modal [data-name="note"]',
+      value: 'some note abc',
+    )
+    click(css: '.content.active .modal button.js-submit')
+
+    watch_for(
+      css: '.content.active .profile-window',
+      value: 'some note abc',
+    )
+
+    verify_task(
+      data: {
+        title: 'Nicole B2',
+      }
+    )
+
+    # change lastname back
+    click(css: '.content.active .js-action .dropdown-toggle')
+    click(css: '.content.active .js-action [data-type="edit"]')
+
+    watch_for(
+      css: '.content.active .modal',
+      value: 'note',
+    )
+    set(
+      css: '.modal [name="lastname"]',
+      value: 'Braun',
+    )
+    set(
+      css: '.modal [data-name="note"]',
+      value: 'note',
+    )
+    click(css: '.content.active .modal button.js-submit')
+
+    verify_task(
+      data: {
+        title: 'Nicole Braun',
+      }
+    )
+  end
+
+  def test_agent_to_edit_admin_ticket_details
+    @browser = browser_instance
+
+    login(
+      username: 'agent1@example.com',
+      password: 'test',
+      url: browser_url,
+    )
+    tasks_close_all()
+
+    ticket1 = ticket_create(
+      data: {
+        customer: 'master',
+        group: 'Users',
+        title: 'test_auto_assignment_2 - ticket 2',
+        body: 'test_auto_assignment_2 - ticket 2 - no auto assignment',
+      },
+    )
+
+    # open ticket#1
+    ticket_open_by_search(
+      number: ticket1[:number],
+    )
+
+    exists(css: '.content.active .tabsSidebar .tabsSidebar-tab[data-tab="customer"]')
+    exists(css: '.content.active .sidebar[data-tab="customer"] .js-actions .dropdown-toggle')
+    exists_not(css: '.content.active .sidebar[data-tab="customer"] .js-actions [data-type="customer-edit"]')
+
+    click(css: '.content.active .tabsSidebar-holder .js-avatar')
+
+    # check and change note again in edit screen
+    click(css: '.content.active .js-action .icon-arrow-down', fast: true)
+    exists_not(
+      css: '.content.active .js-action [data-type="edit"]'
+    )
+  end
+end
diff --git a/test/browser_test_helper.rb b/test/browser_test_helper.rb
index 962ae30c9..a6c3744eb 100644
--- a/test/browser_test_helper.rb
+++ b/test/browser_test_helper.rb
@@ -420,9 +420,9 @@ class TestCase < Test::Unit::TestCase
 
       begin
         element = instance.find_elements(css: params[:css])[0]
-        return  if !element && params[:only_if_exists] == true
+        return if !element && params[:only_if_exists] == true
         #if element
-        #  instance.mouse.move_to(element)
+        #  instance.action.move_to(element).release.perform
         #end
         element.click
       rescue => e
@@ -431,10 +431,11 @@ class TestCase < Test::Unit::TestCase
         # just try again
         log('click', { rescure: true })
         element = instance.find_elements(css: params[:css])[0]
-        return  if !element && params[:only_if_exists] == true
+        return if !element && params[:only_if_exists] == true
         #if element
-        #  instance.mouse.move_to(element)
+        #  instance.action.move_to(element).release.perform
         #end
+        raise "No such element '#{params[:css]}'" if !element
         element.click
       end
 
@@ -447,7 +448,9 @@ class TestCase < Test::Unit::TestCase
 
         # just try again
         log('click', { rescure: true })
-        instance.find_elements(partial_link_text: params[:text])[0].click
+        element = instance.find_elements(partial_link_text: params[:text])[0]
+        raise "No such element '#{params[:text]}'" if !element
+        element.click
       end
     end
     sleep 0.2 if !params[:fast]
@@ -632,26 +635,38 @@ class TestCase < Test::Unit::TestCase
     end
     element.clear
 
-    if !params[:slow]
-      element.send_keys(params[:value])
-    else
-      element.send_keys('')
-      keys = params[:value].to_s.split('')
-      keys.each do |key|
-        instance.action.send_keys(key).perform
+    begin
+      if !params[:slow]
+        element.send_keys(params[:value])
+      else
+        element.send_keys('')
+        keys = params[:value].to_s.split('')
+        keys.each do |key|
+          instance.action.send_keys(key).perform
+        end
+      end
+    rescue => e
+      sleep 0.5
+
+      # just try again
+      log('set', { rescure: true })
+      element = instance.find_elements(css: params[:css])[0]
+      raise "No such element '#{params[:css]}'" if !element
+      if !params[:slow]
+        element.send_keys(params[:value])
+      else
+        element.send_keys('')
+        keys = params[:value].to_s.split('')
+        keys.each do |key|
+          instance.action.send_keys(key).perform
+        end
       end
     end
 
     # it's not working stable with ff via selenium, use js
     if browser =~ /firefox/i && params[:css] =~ /\[data-name=/
-      log('set_ff_check', params)
-      value = instance.find_elements(css: params[:css])[0].text
-      if value != params[:value]
-        log('set_ff_check_failed_use_js', params)
-        value_quoted = quote(params[:value])
-        puts "DEBUG $('#{params[:css]}').html('#{value_quoted}').trigger('focusout')"
-        instance.execute_script("$('#{params[:css]}').html('#{value_quoted}').trigger('focusout')")
-      end
+      log('set_ff_trigger_workaround', params)
+      instance.execute_script("$('#{params[:css]}').trigger('focusout')")
     end
 
     if params[:blur]
@@ -1159,12 +1174,15 @@ set type of task (closeTab, closeNextInOverview, stayOnTab)
     instance = params[:browser] || @browser
     data     = params[:data]
 
-    element = instance.find_elements(partial_link_text: data[:title])[0]
+    element = instance.find_element(css: '#navigation').find_element(partial_link_text: data[:title])
     if !element
       screenshot(browser: instance, comment: 'open_task_failed')
       raise "no task with title '#{data[:title]}' found"
     end
-    element.click
+    # firefix/marionette issue with Selenium::WebDriver::Error::ElementNotInteractableError: could not be scrolled into view
+    # use js workaround instead of native click
+    instance.execute_script("$('#navigation .tasks .task:contains(\"#{data[:title]}\") .nav-tab-name').click()")
+    #element.click
     true
   end
 
@@ -1187,15 +1205,15 @@ set type of task (closeTab, closeNextInOverview, stayOnTab)
     instance = params[:browser] || @browser
     data     = params[:data]
 
-    element = instance.find_elements(partial_link_text: data[:title])[0]
+    element = instance.find_element(css: '#navigation').find_element(partial_link_text: data[:title])
     if !element
       screenshot(browser: instance, comment: 'close_task_failed')
       raise "no task with title '#{data[:title]}' found"
     end
 
-    instance.mouse.move_to(element)
+    instance.action.move_to(element).release.perform
     sleep 0.1
-    instance.execute_script("$('.navigation .tasks .task:contains(\"#{data[:title]}\") .js-close').click()")
+    instance.execute_script("$('#navigation .tasks .task:contains(\"#{data[:title]}\") .js-close').click()")
 
     # accept task close warning
     if params[:discard_changes]
@@ -1405,10 +1423,9 @@ wait untill text in selector disabppears
     99.times do
       #sleep 0.5
       begin
-        if instance.find_elements(css: '.navigation .tasks .task:first-child')[0]
-          instance.mouse.move_to(instance.find_elements(css: '.navigation .tasks .task:first-child')[0])
-          sleep 0.1
-          click_element = instance.find_elements(css: '.navigation .tasks .task:first-child .js-close')[0]
+        if instance.find_elements(css: '#navigation .tasks .task:first-child')[0]
+          instance.action.move_to(instance.find_elements(css: '#navigation .tasks .task:first-child')[0]).release.perform
+          click_element = instance.find_elements(css: '#navigation .tasks .task:first-child .js-close')[0]
           if click_element
             click_element.click
 
@@ -1453,7 +1470,7 @@ wait untill text in selector disabppears
         screenshot(browser: instance, comment: 'close_online_notitifcation')
         raise "no online notification with title '#{data[:title]}' found"
       end
-      instance.mouse.move_to(element)
+      instance.action.move_to(element).release.perform
       sleep 0.1
       instance.execute_script("$('.js-notificationsContainer .js-items .js-item .activity-text:contains(\"#{data[:title]}\") .js-remove').first().click()")
 
@@ -1465,7 +1482,7 @@ wait untill text in selector disabppears
         raise "no online notification with postion '#{css}' found"
       end
 
-      instance.mouse.move_to(element)
+      instance.action.move_to(element).release.perform
       sleep 0.1
       instance.find_elements(css: "#{css} .js-remove")[0].click
     end
@@ -1491,7 +1508,7 @@ wait untill text in selector disabppears
       sleep 0.5
       begin
         if instance.find_elements(css: '.js-notificationsContainer .js-item:first-child')[0]
-          instance.action.move_to(instance.find_elements(css: '.js-notificationsContainer .js-item:first-child')[0])
+          instance.action.move_to(instance.find_elements(css: '.js-notificationsContainer .js-item:first-child')[0]).perform
           sleep 0.1
           click_element = instance.find_elements(css: '.js-notificationsContainer .js-item:first-child .js-remove')[0]
           click_element&.click
@@ -2361,7 +2378,7 @@ wait untill text in selector disabppears
     )
     screenshot(browser: instance, comment: 'ticket_open_by_overview_search')
     if params[:title]
-      element = instance.find_elements(partial_link_text: params[:title])[0]
+      element = instance.find_element(css: '.content.active').find_element(partial_link_text: params[:title])
       if !element
         screenshot(browser: instance, comment: 'ticket_open_by_overview_no_ticket_failed')
         raise "unable to find ticket #{params[:title]} in overview #{params[:link]}!"