On 27.11.2012 12:25, Michiel Beijen wrote: I maintain an installation of OTRS which used solely inside the company between departments, so the "customers" are ~700 employees of our company, and they're all in LDAP. Every user has an entry in LDAP, and each entry has a field describing which working group user belongs to. So in Customer interface "My Company Tickets" is renamed to "My Working Group Tickets". And this doesn't work as supposed. I've digged into code and discovered first that a user's entry must contain a list of IDs of other users to hace access. This is very unscalable solution by itself, but I've digged more in hope to have understanding of the entire system. Then I discovered that CustomerTicketOverview.pm passes CustomerID param, but it is not ever used in TicketSearch() method! Here I stopped understanding and now asking developers - how this is supposed to work?..

Hi,

Can you explain what you actually think is wrong, and what you are trying to achieve?

I don't really understand the issue and as far as I'm concerned the Company Tickets functionality in the Customer interface works just fine.

-- Mike

On Mon, Nov 26, 2012 at 5:20 PM, Vadim S. Goncharov mailto:vgoncharov@nic.ru> wrote:

Hi,

I've found that Kernel/Modules/__CustomerTicketOverview.pm still calls:

CompanyTickets => { All => { Name => 'All', Prio => 1000, Search => { CustomerID => [ $Self->{CustomerUserObject}->__CustomerIDs( User => $Self->{UserLogin} ) ], OrderBy => $Self->{OrderBy}, SortBy => $Self->{SortBy}, CustomerUserID => $Self->{UserID},

but TicketSearch() routine has stopped to process 'CustomerID' in rev. 1.197, it is completely ignored for years ago.

What I was actually trying to do when found this - I was trying to make work "My Company Tickets" feature. The intuitive way of setting "company" field to group borrowed from LDAP group:

[ 'UserCustomerID', 'CustomerID', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'ou', 1, 1, 'var', '', 0 ],

didn't work...

-- Vadim Goncharov mailto:vgoncharov@nic.ru> RU-Center NET Department http://www.nic.ru NET-SYS Group phone:+7(495)737-7646 tel:%2B7%28495%29737-7646 (ext.4019) _________________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/__pipermail/dev http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/__listinfo/dev http://lists.otrs.org/cgi-bin/listinfo/dev

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-- Vadim Goncharov RU-Center NET Department http://www.nic.ru NET-SYS Group phone:+7(495)737-7646 (ext.4019)

On 27.11.2012 13:46, Martin Gruner wrote: Sorry, I've missed the actual code during too many 'cvs annotate -r...' requests, all mixed in my head. Yes, it's processed. But, what should I do to achieve 'Company Tickets' working from LDAP groups? We have agents in MySQL DB and all customers are in LDAP. I've saw a part of all users, about 200 of them, in 'group_customer_user' in DB, all added at the very same moment of time (by somebody before me seeral months ago). The manual isn't clear here, what can I do with these groups for my goal ? I've see that CustomerTicketOverview.pm passes *both* CustomerID and CustomerUserID, and TicketSearch(), on CustomerUserID, calls GroupMemberList(). So, I thought, user can see at least something in his 'company tickets'. But I've asked a user, and user said there were always 0 tickets in that interface. Where am I wrong?..

I cannot confirm this. TicketSearch() correctly processes CustomerID, I even added a unit test to verify this - if an invalid CustomerID is sent, the ticket is not found. You can see this if you print the generated SQL string.

Regards, mg

Am 26.11.12 17:20, schrieb Vadim S. Goncharov:

...

Hi,

I've found that Kernel/Modules/CustomerTicketOverview.pm still calls:

CompanyTickets => { All => { Name => 'All', Prio => 1000, Search => { CustomerID => [ $Self->{CustomerUserObject}->CustomerIDs( User => $Self->{UserLogin} ) ], OrderBy => $Self->{OrderBy}, SortBy => $Self->{SortBy}, CustomerUserID => $Self->{UserID},

but TicketSearch() routine has stopped to process 'CustomerID' in rev. 1.197, it is completely ignored for years ago.

What I was actually trying to do when found this - I was trying to make work "My Company Tickets" feature. The intuitive way of setting "company" field to group borrowed from LDAP group:

[ 'UserCustomerID', 'CustomerID', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'ou', 1, 1, 'var', '', 0 ],

didn't work...

-- Vadim Goncharov RU-Center NET Department http://www.nic.ru NET-SYS Group phone:+7(495)737-7646 (ext.4019)