Re: [otrs] Customer User Management

Hi All, I'm still struggling with this issue/concept a little bit. We are using an LDAP backend (AD 2003) for customer authentication & db. In my sysconfig, I have enabled customer group support and set my CustomerGroupAlwaysGroups to a group called "Customers". Each queue for the various IT groups is associated with a group in OTRS, then I have Roles that correspond to each of those groups. I have granted the "Customer" group full RW access to every queue/group/role in the admin interface, however, when a customer logs in, they are unable to view their tickets. I am not using the Company ID for anything right now. Does anyone have any suggestions or can you provide additional guidance with this please? Thanks, James ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Anton Gubar'kov Sent: Wednesday, December 17, 2008 12:23 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Customer User Management Hello, James. A customer user is assigned to a group with a set of permissions. A queue is assigned to a group. I.e. customers may post tickets to queues they are assigned to as rw permission via groups. Customers may see the tickets in queues they are assigned as ro or rw permission. If your agent or generic agent moves a ticket to a queue the customer has no ro assignment at least, the customer loses visibility of the ticket, despite he/she is the creator. This behaviour of OTRS is known and often disputed. So consider it a feature rather than a bug. regards, Anton. 2008/12/16 Bastnagel James - Sterling mailto:James.Bastnagel@sterlingplans.com> To Anyone Willing to Help: I have recently become the admin of an OTRS 2.3 System. We use LDAP for Agent & Customer authentication. The issue that I am currently facing is when a customer logs in to see their current open tickets, they are only able to see their ticket if it is assigned to one queue--the queue is called "helpdesk". If the ticket is assigned to any other queue, then the customer cannot see the ticket in "My Tickets" and if they go directly to the ticket using link in email, they are faced with a message "No Permission!" While in my logs, I get the following: Tue Dec 16 10:52:44 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:25:57 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:25:42 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:22:06 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:22:03 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! Tue Dec 16 10:21:37 2008 notice OTRS-CGI-10 Permission denied (UserID: tuser 'ro' on TicketID: 203)! What additional information can I provide to help in troubleshooting this? Thanks, James This message is intended only for the addressee and may contain information that is confidential or privileged. Unauthorized use is strictly prohibited and may be unlawful. If you are not the intended recipient, or the person responsible for delivering to the intended recipient, you should not read, copy, disclose or otherwise use this message, except for the purpose of delivery to the addressee. If you have received this email in error, please delete and advise the IT Help Desk at olympic.help.desk@sterlingplans.commailto:olympic.help.desk@sterlingplans.com immediately. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs