Michiel Beijen wrote:
Hallo Jeroen,
We applaud that your company is willing to contribute to OTRS.
Cheers!
But first I'd like to point out that I guess your patch is not needed to realize the scenario you want. The Customer ID is not necessarily unique per customer user! We often make it unique for whatever in your world defines a logical set of customers, this can be a customer company, or a department if you do in-house IT, or a cost center, or such.
So if you would have customer users like this:
User Customer ID ====================== John D. example.com Bill O. example.com Dave K. acme.com Sue S. acme.com
This way you can let people from acme.com view all tickets from acme.com without the need to patch or change anything in your OTRS setup. The only thing is that you need to find an attibute in LDAP that is the same for all customers that belong to one company (or 'partner').
This would work, most definitely. It would associate all users with one or the other Customer ID, which I suppose serves our scenario very well; from the perspective of OTRS. 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. Such scenario, I think, pretty much represents the flexibility OTRS allows for now, but, in my opinion, with far less overhead. Please let me know what you think, I'd appreciate ;-) -- Jeroen van Meeuwen Senior Engineer, Kolab Systems AG e: vanmeeuwen@kolabsys.com t: +316 42 801 403 w: http://www.kolabsys.com pgp: 9342 BF08