On wo, 2010-06-23 at 13:47 +0200, Jeroen van Meeuwen (Kolab Systems) wrote:
My question is, however, where the Customer ID accounting goes. Given that the customer users come from LDAP, I'm assuming their Customer ID must also come from LDAP?
One possible future scenario in the Kolab Systems case could be that we provide the infrastructure for partner @partner.com to support customer @customer.com. I would add the cn=partner-partner.com LDAP group as a member to LDAP group cn=customer-customer.com.
Hey! This was not in your initial e-mail, there you just mentioned that customers working for a partner should be able to see all tickets from that particular partner. In the use case you described now, where a partner needs access to all tickets of customers of that partner, I guess OTRS could need some improvement indeed. Right now the process would be that you create a field that holds the different customer id's in the LDAP. This field would then need to be manually administered. http://doc.otrs.org/2.4/en/html/x1813.html#multi-customer-ids-ldap I think that it would be cleaner if OTRS were able to read the contents for the 'customer_ids' field from LDAP permission groups. Adding and removing LDAP users from groups is easier, cleaner and better maintainable than editing a text field manually. Would that help? -- Mike