Re: [otrs] Need to set customers/agents's auth witn LDAP.

On 08.02.2013 18:20, Gerald Young wrote:

"My Company Tickets" -- everyone who needs them should have the same CustomerId. http://forums.otterhub.org/viewtopic.php?f=60&t=7531 http://forums.otterhub.org/viewtopic.php?f=60&t=7531

For instance: Everyone in a department has the same CustomerId. Multi-department managers have a CustomerIds of depta,deptb,deptc. Done.

From where have you obtained this information you've posted on forum? Docs, e.g. http://doc.otrs.org/3.2/en/html/external-backends.html#multi-customer-ids-ld... - don't say anything about CustomerID is really CompanyID and that way will work. Only comma-delimited field is described. OTRS docs had always been bad, though... Can you guarantee that changing `customer_id` on all tickets (or what I supposed to do to enable this feature?) will break nothing, and that developers won't change this mechanism in future versions? I've digged a lot of OTRS code, but not all, I'm not sure even about current state, not even future.

With regard to the conflicting notification systems, you did that to yourself. Or, more accurately, your corporate policy did that to you.

That's not a good approach to describe why things are so broken and then do nothing instead of thinking how to reach the goals - to fix them. There is nothing very special in this corporate policy, and it could easily be implemented, if some more options in OTRS had existed. Here's another bad thing about OTRS - I've proposed "Guys, I could do this work for you and contribute, just say what are your plans in this area to have no conflicts" there in bug report. But the bug remains in NEW state for already THREE months!

"We need the following behaviour: when one agent replies something to customer

in a ticket via Web-interface - that is, 'SendAnswer' via 'AgentTicketCompose' page - then all agents subscribed to this queue must receive mail notification with that text"

Really? That's not OTRS fault.

It is. OTRS not send a notification about notification it has already automatically generated itself. Or have I say "thanks" to this being only just one garbage message instead of infinite loop of them? :)

Who does that? You might as well yell at Microsoft because distribution group members don't receive emails sent by one of the distribution group member to someone who's not a distribution group member. Speaking of -- that is the solution to your problem. Create an email distribution group for each of the queues and cc or bcc that queue's distribution group when sending the Answer.

And then every agent on every answer must fill Cc:/Bcc: by hand? Why ever men should bother about things machine could easily do? Why should I put more work on people because of bug?

It won't stop doubling, though. Turn off notifications in agent preferences.

You didn't read carefully, doubling was fixed in bug#7407, now it just one garbage message (body solely of '-' char) to agents on autoreply to client. Actually, for our agents not even so, because I fixed this with a dirty one-line patch to appropriate .pm. I don't submit it, though, because it is not a solution to a broken system but the crutches to local situation (solutions were proposed in bug report). P.S. BTW, your mail client's quoting is broken:

On Fri, Feb 8, 2013 at 9:03 AM, Vadim S. Goncharov mailto:vgoncharov@nic.ru> wrote:

On 08.02.2013 17:21, Steven Carr wrote:

On 8 February 2013 13:05, Israel Garciamailto:iga3725@yahoo.com> wrote:

OK Steve, so I should edit /opt/otrs/Kernel/Config.pm, add my LDAP settings, restart OTRS and volia!? Also, I have seen in Admin/SysConfig/Frontend::__Customer::Auth the same parameters I have added to /opt/otrs/Kernel/Config.pm, should I edit them using this web page or editing directly the /opt/otrs/Kernel/Config.pm file?

Don't quite know about the "voila", more like cross your fingers and hope it doesn't collapse in a heap.

One of my big issues with OTRS is the configuration is utter crap. Too

There are many places in OTRS which are crappy. E.g. different conflicting notification systems (see e.g. bug #8953), and, on-topic, customer groups. We have group attibute in LDAP for customers, and simple intuitive and SCALABLE solution would be just use that word of customer to regulate access. But "My Company tickets" in OTRS requires comma-delimited list of "user1,user2,...user100500" for EVERY user. Brain-damaged.

many places to configure things, everything should really be just configured through Sysconfig instead of having to mess about with text files (and perl based text files at that), and ideally stored in the database to make upgrades a lot easier than worrying about which config files you need and don't need.

I'm not sure the order in which the settings are applied but I would guess that anything you put in Kernel/Config.pm will override anything you configure in SysConfig (someone can correct me if I'm wrong).

Yes. Actually, Config.pm is applied TWO times: before SysConfig, and once again after.

So just make your changes in one place and one place only and they will be added to the overall config.

That's not always possible :)

-- 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)

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