There's generally no real need to segregate customers into queues, unless
you are preventing a customer from talking to a specific agent, or
customers need to talk to a specific zone/location.
It doesn't matter to OTRS the source of the customer (active directory,
database, external database) .. once authenticated, the customer is a
customer. Customers can't see tickets that don't belong to them.
If you are hosting OTRS so company A with active directory Customers can
only talk to company A with active directory Agents, you may just want to
create a spin-off OTRS just for Company A.
If you are hosting OTRS so Company A, B, and C talk to *your* agents, your
queues should reflect the types of services you provide. The customer just
wants to select the type of thing he wants to have done: Your queues would
be like hardware, software, plumbing, maintenance. And no, Company B won't
know, care, or be aware that he's submitting to the same "hardware" queue
as Company A. Company B will never see tickets from Company A unless
Company A and Company B have Agents in your single OTRS implementation.
You want to know how to segregate them? Best way: create separate OTRS
instances.
It doesn't matter how many backends you use for customers. Customers only
see their own tickets (My tickets) and tickets with the same customer_id
(Company tickets).
On Tue, Jul 10, 2012 at 2:52 PM, Stefano Ricci wrote: is the main problem is to segregate customer users in different queue, in
funcion of particular filter... for example, i have these active directories: - ad01
- ad02
- ad03 i have these queue: - q1
- q2
- q3
- q4
- q5
- q6 ad01 can read and write only ad01 and ad02
ad02 can read and write only ad03 and ad04
ad03 can read and write only ad05 and ad06 the reason is simple... the active directory is related to a company....
and you can't make this data public for an other... for agents i solve with the mapping "ad groups / otrs roles" (agents login
from same active directory, but work form more company, and must to have
permission to read and write only a part of queues).. but the problem remain on customer.... i think is impossible that anyone don't do the same work... if isn't impossible in native mode, there are any plugin? On 10 July 2012 20:05, Gerald Young "You have to manually add the customer". This is true, but if you're
authenticating with ldap, you should (could) use ldap as a backend for
customer source as well, so you don't have this problem. " afte you have to set the persmission of this customer on the differen
groups... " Yes, but what is the purpose of your group settings? Why
bother? Just set all the customers to "users". Why are you segregating queues from your customers? If you are creating
queues *specifically* for the customer, you are causing a big headache for
yourself. "now if the customer login to the web interface or send email, can
only read/open tickets on queue2...
and if is included in a customer company can se the ticket of all
company..." yes, where customer_id are the same. "for example with agents is possible to map group in active directory
with roles in OTRS, and manage the permission in the admin console...
it's possible to do the same for customers?" No. "Edit Customer Default Groups" (CustomerGroupsAlwaysGroups). "i can login the customer, but it can not write any ticket.... i think
that the default group for customer is user... but i disable all permission
on this group... because i want to have more group in function of
persimssion..." Your choices: remove the queues from the users group or remove the
customers from the users group. You choose to remove the customers, but
don't set a default group they can create tickets in. Queues should be
things you provide, not who you provide service to. "the second ask is related to incoming email filter.... if an email are
not in customer list, otrs ignore this... whit active directori, is the
same?"
There should be no difference in how OTRS handles an email ticket. It
goes through all back ends that are enabled and checks those backends for
customers. "the third ask is related to the use of more Active directory's.... and a
way do realize that....
for example if i have 3 customer company, i have to login user from
different domain.. a good idea is to support the login int this format "domain\user"...
because is possible that different company have equals user name... now for single company i use how ID the user name (in active
directory sAMAccountName)... there is a variable of active directory that
store in the same string the full name "domain\user"?
"
No, but instead of matching sAMAccountName, you may choose to use "mail" (
username@domain.com) or "userPrincipalName" (username@DOMAIN) On Tue, Jul 10, 2012 at 9:29 AM, Stefano Ricci <
stefano.ricci@riccimatic.com> wrote: i talk for Customer... when you use only OTRS database, and remove the
register form, you have to add manualy the Customer (and if is the case,
use the Customer Company ID to aggregate the ticket of same company)... afte you have to set the persmission of this customer on the differen
groups... in my case i assign to a queue a group.... always the reference is 1 to
1.... now i assign the permission of sustomer for the group.. example: - queue1 -> group1
- queue2 -> group2
- queue3 .> group3 now i associate the customer to a group and set the permission.. - group1 -> not associated
- group2 -> read and wite
- group3 -> not associated... now if the customer login to the web interface or send email, can
only read/open tickets on queue2...
and if is included in a customer company can se the ticket of all
company... when i use Active directory to login i want to replicate the same
idea..... for example with agents is possible to map group in active directory
with roles in OTRS, and manage the permission in the admin console...
it's possible to do the same for customers? now in the *CONFIG.PM* i have that: # Enable LDAP lookups for Customer logins.
$Self->{'Customer::AuthModule'} =
'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = 'dcad101';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=adone,dc=lan';
$Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';
$Self->{'Customer::AuthModule::LDAP::SearchUserDN'} =
'cn=otrs,cn=Users,dc=adone,dc=lan';
$Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'a12345++';
$Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '';
$Self->{'Customer::AuthModule::LDAP::GroupDN'} =
'cn=OTRSCustomers,cn=Users,dc=adone,dc=lan';
$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # Enable LDAP lookups for Customer account information.
$Self->{CustomerUser} = {
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
Host => 'dcad101',
BaseDN => 'dc=adone,dc=lan',
SSCOPE => 'sub',
UserDN => 'cn=otrs,cn=Users,dc=adone,dc=lan',
UserPw => 'a12345++',
AlwaysFilter => '',
GroupDN => 'cn=OTRSCustomers,cn=Users,dc=adone,dc=lan',
AccessAttr => 'memberUid',
UserAttr => 'UID',
},
CustomerKey => 'sAMAccountName',
#CustomerID => '[customer_id]',
CustomerID => 'sAMAccountName',
CustomerUserListFields => ['sAMAccountName', 'sn', 'givenname',
'company', 'mail'],
CustomerUserSearchFields => ['sAMAccountName', 'sn', 'givenname',
'company', 'mail'],
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
CustomerUserValidFilter => '(company=*)',
Map => [
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'company', 0, 1, 'var' ],
],
}; i can login the customer, but it can not write any ticket.... i think
that the default group for customer is user... but i disable all permission
on this group... because i want to have more group in function of
persimssion... the second ask is related to incoming email filter.... if an email are
not in customer list, otrs ignore this... whit active directori, is the
same? the third ask is related to the use of more Active directory's.... and a
way do realize that....
for example if i have 3 customer company, i have to login user from
different domain.. a good idea is to support the login int this format "domain\user"...
because is possible that different company have equals user name... now for single company i use how ID the user name (in active
directory sAMAccountName)... there is a variable of active directory that
store in the same string the full name "domain\user"? thanks for the help On 10 July 2012 14:46, Gerald Young What is your purpose of using Customer Groups? If they are to assign
queues, you may want to rethink this, unless they're for instance, location
based, or only certain agents are allowed to handle certain customers. Don't forget that Customer needs Auth and Membership (CustomerUser). If
you're using ldap, use it for both. It won't sync customers to database,
only pull from ldap. "if i have to login customers form others Ad" ... you'd add additional
back ends (up to 10?) for each AD. On Tue, Jul 10, 2012 at 3:45 AM, Stefano Ricci <
stefano.ricci@riccimatic.com> wrote: now i put on the login via ad of agents and client... but i have these
open questions: - for the agents i assign with *
$Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'}* the
correct roles, and with *
$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'}* i assign
the inital group... How i can do the same with the customers?.... i have
more queue, and a have to activate them in function of the user... fore
example... if a customer are in particular group in ad, have to write only
in queue1/group1....
- otrs fileter the email if you aren't a customer in database, but
with ad login, no data are in database... how i can: remove the filter, or
put the customer data in otrs database and sync (the agent mode)
- if i have to login customers form others Ad, how i have to do in
the script? i have to logon whit this name "domain\user"... i have to split
the login name by my self or there is ant attibute similar to
sAMAccountName that have the complete name? thanks fot the help On 7 July 2012 13:38, Gerald Young This means that there is no sAMAccountName that matches adone\agent1
in Active Directory. That's highly likely as most sAMAccountName are simple
usernames. On Fri, Jul 6, 2012 at 12:29 PM, Mike Eduard > Hi Stefano,
>
>
> On 7/6/12 18:24 , Stefano Ricci wrote:
>
>> now i solve the error 187... but i have this response
>>
>> [Fri Jul 6 18:18:45 2012][Notice][Kernel::System::**Auth::LDAP::Auth]
>> User: adone\agente1 authentication failed, no LDAP entry
>> found!BaseDN='dc=adone,dc=lan'**, Filter='(*
>> sAMAccountName=adone\\agente1*)', (REMOTE_ADDR: xxxx).
>> [Fri Jul 6 18:18:45 2012][Error][Kernel::System::**User::UserLookup][797]
>> No UserID found for 'adone\agente1'!
>>
>
> You do not have an agent with username "adone\agente1" in OTRS.
>
> You need to create this agent via admin interface first.
>
>
> mike
>
> --
> Mike Eduard
> Enterprise Services for OTRS
>
> Znuny GmbH // Marienstraße 11 // 10117 Berlin // Germany
>
> P: +49 (0) 30 60 98 54 18-0
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>
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